Hybrid Customer Care Professional - Organ Donation en LIGHTHOUSE WORKS INC
LIGHTHOUSE WORKS INC · Orlando, Estados Unidos De América · Hybrid
- Junior
- Oficina en Orlando
Job Details
Description
Lighthouse Works, Inc.
Position Description
Position Title: Customer Care Professional – Organ Donation (Donor Family Liaison)
Required Hours: Two-Week rotating ‘Panama’ schedule ; 12-hour days
- 11A – 11P (EST)
- Week A – Tues, Weds Sat
- Week B – Sun, Thurs, Fri, Sat
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 and beyond. Lighthouse Works also drives real business for real customers that supports and grows the rehabilitation training at Lighthouse Central Florida.
Basic Function:
This role involves compassionate, sensitive communication with families who have recently lost a loved one. The Customer Care Professional will guide families through a structured eligibility questionnaire to determine organ donation potential. This requires a high level of emotional intelligence, empathy, and professionalism, as well as the ability to navigate emotionally charged conversations with care and respect.
Ideal Candidates
We’re looking for individuals who:
- Demonstrate exceptional empathy and emotional resilience
- Are skilled in trauma-informed communication
- Can maintain composure and compassion in emotionally intense situations
- Have experience in grief support, healthcare, social work, or similar fields
- Are passionate about supporting families during a critical moment and contributing to life-saving organ donation efforts
Essential Job Functions:
- Demonstrate exceptional empathy and emotional resilience
- Are skilled in trauma-informed communication
- Can maintain composure and compassion in emotionally intense situations
- Have experience in grief support, healthcare, social work, or similar fields
- Are passionate about supporting families during a critical moment and contributing to life-saving organ donation efforts
- 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 degree preferred.
Preferred Experience:
- Demonstrate exceptional empathy and emotional resilience
- Are skilled in trauma-informed communication
- Can maintain composure and compassion in emotionally intense situations
- Have experience in grief support, healthcare, social work, or similar fields
- Are passionate about supporting families during a critical moment and contributing to life-saving organ donation efforts
Demonstrated Knowledge and Skills:
Required:
- Strong attention to detail
- Excellent communication and interpersonal skills
- Ability to remain calm and courteous, even with frustrated or confused callers
- Strong problem-solving abilities
- Typing 35+ WPM
Preferred:
- Experience working in a face-to-face or contact center environment that is highly focused on customer experience.
- Bilingual (English/Spanish) helpful
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.