Florida Rights Restoration Coalition : Operator / Receptionist

LOCATION

SALARY

HEALTHCARE

SECOND LANGUAGE

COMPANY

DEPARTMENT

EMPLOYMENT TYPE

MINIMUM LEVEL OF EXPERIENCE

JOB DESCRIPTION

Type - Full Time

Location - Hybrid

Term: Permanent

Reports to: Director of Operations

Purpose

Serves as FRRC's front door by phone. Answers the main line, resolves common questions directly, and routes everything else to the right place so program staff isn't fielding calls that aren't theirs. Recovers the phone coverage function previously held by the Office Manager role, now scoped as a dedicated seat.

Scope

• Answer the main line and hotline during business hours, 9:00 a.m. to 5:00 p.m., via RingCentral, working remotely

• Resolve common questions directly using a maintained FAQ and routing guide, so callers get answers without a handoff wherever possible

• Route calls correctly: fines and fees applicants to the helpdesk, voting and KYR questions to the right staff, everything else to its owner

• Manage voicemail: return or route messages the same day

• Maintain and update the FAQ and routing guide as a living document, as programs and answers change

• Handle general reception and light admin: messages, basic call logging, general intake

• Meet coverage and answer-rate standards (answer rate, missed-call percentage, same-day voicemail return), reviewed through RingCentral reporting

• Coordinate with the Operations team for backup coverage during absences

Qualifications

• 2+ years in reception, customer service, call center, or front-desk work

• Warm, clear, patient phone manner with the public, including callers in stressful or sensitive situations

• Comfortable with cloud phone systems; RingCentral experience a plus

• Bilingual English and Spanish strongly preferred

• Reliable home internet and a quiet remote work environment

• Organized and comfortable being accountable to call metrics

• Discretion with sensitive caller information (F&F applicants share personal, financial, and legal details)

• Mission alignment; familiarity with directly impacted communities valued