Florida Rights Restoration Coalition : Operator / Receptionist

Job Post; United States; Hybrid; USD 40,000 - 48,000; Full time

Job summary

Florida Rights Restoration Coalition is hiring an Operator / Receptionist to serve as the front door by phone. The role handles the main line during business hours, using RingCentral, and routes inquiries to the right staff to keep program staff focused on core work.

Location is hybrid with a permanent, full-time term. Responsibilities include answering calls, updating the FAQ, logging messages, and coordinating coverage with the Operations team while maintaining fast, accurate voicemail

Qualifications

• 2+ years in reception, customer service, call center, or front-desk work.
• Warm, clear, patient phone manner with the public.
• 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 with accountability to call metrics.

Responsibilities

• Answer the main line and hotline during business hours via RingCentral, working remotely.
• Resolve common questions directly using a maintained FAQ and routing guide.
• Route calls to the appropriate staff the right time.
• Manage voicemail and return or route messages the same day.
• Maintain and update the FAQ and routing guide as programs change.
• Handle general reception and light admin tasks.
• Meet coverage and answer-rate standards and review via RingCentral reporting.
• Coordinate with the Operations team for backup coverage.

Skills

Customer service

Communication skills

Bilingual English/Spanish

Remote work comfort

Phone etiquette

Tools

RingCentral

Job description

Florida Rights Restoration Coalition : Operator / Receptionist

LOCATION

Remote

SALARY

$40000 - $48000 (Yearly)

HEALTHCARE

Employer-sponsored health insurance offered

SECOND LANGUAGE

Spanish — Second Language Preferred

COMPANY

Florida Rights Restoration Coalition

DEPARTMENT

Operations

EMPLOYMENT TYPE

Non-Profit

MINIMUM LEVEL OF EXPERIENCE

Entry Level

APPLY BY

August 28, 2026

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