Customer Care Professional Florida Department of Revenue, Child Support

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 

Qualifications 

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 support programs or government services 

Physical Demands: 

• Prolonged sitting and standing for extensive periods. 

• Frequent computer, keyboard, telephone, and other office equipment operation. 

• Occasional reaching, stooping, crouching, or lifting up to 25 pounds. 

Requirements: 

• Must pass Level II background check. 

Required Education:
- High school diploma or equivalent is required.
- An associate's or bachelor's degree in business administration, communications, or a related field is preferred.

Required Experience:
- Minimum of 2 years of experience in a customer service or call center environment.
- Experience working with government agencies or in a public service role is highly desirable.
- Demonstrated experience in handling sensitive and confidential information with discretion.

Required Skills and Abilities:
- Excellent verbal and written communication skills, with the ability to convey information clearly and effectively.
- Strong problem-solving skills, with the ability to think critically and make decisions in a fast-paced environment.
- Proficiency in using computer systems and software, including Microsoft Office Suite and customer relationship management (CRM) systems.
- Ability to manage multiple tasks simultaneously while maintaining attention to detail and accuracy.
- Strong interpersonal skills, with the ability to interact professionally with diverse individuals and groups.
- High level of empathy and patience, with a commitment to providing exceptional customer service.
- Familiarity with child support regulations and processes is a plus.