Customer Care Professional - DCF - Bilingual

Customer Care Professional role supporting the Florida Department of Children & Families. Responsibilities include answering inbound calls about SNAP benefits and Medicaid, providing guidance on applications/enrollment, case status updates, and general program information. The position can be fully remote, onsite in an Orlando, FL contact center, or a hybrid of both. Ideal candidates are empathetic, patient, and able to navigate sensitive topics, with strong communication and problem-solving skills. Duties involve handling inquiries, documenting interactions across multiple systems, and meeting performance metrics for call handling time and customer satisfaction. Required: bilingual English/Spanish, excellent communication, accuracy, and the ability to remain calm under pressure; typing at least 35 WPM. Preferred: prior call center or customer service experience and familiarity with SNAP/Medicaid programs. Must pass Level II background check and be able to work in a structured, professional environment within Lighthouse Works’ public service mission.