Lighthouse Works, Inc.

Position Description

Position Title:                    Customer Care Professional – Florida Department of Revenue, Child Support

Required Hours:               M-F Day Shift

Location:                             100% On-Site  - Orlando, FL Contact Center

Employee Status:             Hourly / Non-Exempt

Reports to:                         Contact Center Team Leader

Lighthouse Works is a mission-driven, values-based organization providing creative, competitive, and integrated employment opportunities for blind and visually-impaired working-aged individuals in Central Florida. Lighthouse Works also drives real business for real customers that supports and grows the rehabilitation training at Lighthouse Central Florida.

Basic Function:  

We are seeking Customer Care Professionals to support the Florida Department of Revenue Child Support Division. This role involves assisting callers with inquiries related to child support services, including case status, payment processing, enforcement actions, and general program information. The position is based entirely on-site at our Orlando, FL contact center.
 

Ideal Candidates

We’re looking for enthusiastic individuals who:

• Are passionate about helping families and supporting public service initiatives
• Have strong communication and problem-solving skills
• Are comfortable navigating sensitive topics with empathy and professionalism
• Thrive in a structured, performance-driven environment

Essential Job Functions:

• Answer inbound calls courteously and professionally
• Assist callers with child support-related inquiries, including:
• Case status updates
• Payment and enforcement information
• Program eligibility and application guidance
• Navigate multiple systems to process transactions and document interactions
• Meet or exceed performance metrics, including call handling time and customer satisfaction
• Maintain confidentiality and adhere to agency protocols

Represent Lighthouse Works’ Core Values: Servant Leadership, Inclusion, Collaboration, Empowerment, and Excellence

Education:

• High school diploma, GED, or equivalent required.
• Associate or bachelor's degree or equivalent experience preferred.

Experience:

• Call center or customer service experience preferred
• Comfort using basic computer systems and Microsoft applications

Demonstrated Knowledge and Skills:            

Required:

• Strong communication and active listening skills
• Ability to remain calm and courteous under pressure
• Attention to detail and accuracy
• Typing speed of 35+ WPM

Preferred:

• Bilingual (English/Spanish)
• Experience working in a contact center or customer service role
• Familiarity with child supp