Bilingual Customer Service Representative

Leidos; Albuquerque (NM); On-site; USD 20,000 - 29,000; Full time

Benefits offered by this job

Medical and dental insurance

401K program

Life & AD&D insurance

Paid Time Off (PTO)

11 paid holidays per year

Overtime may be available

Stock purchase discount

Job summary

Leidos is hiring full-time Bilingual Customer Service Representatives at the FHA Resource Center in Albuquerque, NM. You will assist renters, homebuyers, and homeowners with housing requests while learning HUD FHA mortgage programs through ongoing training.

The role offers a Monday–Friday schedule with no weekends, benefits from day one, and paid time off. The pay rate is $18.00 per hour, with opportunities for overtime based on business needs.

Qualifications

• Minimum 2 years in a high-volume contact center environment.
• Bilingual fluent in English and Spanish (written and verbal).
• Experience following SOPs and using knowledge bases.

Responsibilities

• Respond to calls and emails from the public about housing and FHA mortgages.
• Follow SOPs to provide accurate information and resolve requests.
• Deliver excellent customer service in a high-volume call center.
• Document communications in the internal database.

Skills

Bilingual English/Spanish

Customer service

Time management

MS Office

Written and verbal communication

Keyboarding 40 wpm

Education

High School diploma or GED

Tools

MS Office (Outlook/Word/Teams)

Job description

Description

Leidos is seeking full-time Bilingual Customer Service Representatives at our FHA Resource Center in Albuquerque, NM.

Our Leidos Customer Service team supports the US Department of Housing and Urban Development (HUD), Office of Single-Family Housing in their Mission to create strong, sustainable, inclusive communities and quality affordable homes for all.

As a Bilingual Customer Service Representative, you will assist renters, homebuyers, and homeowners regarding their housing requests. This is a great opportunity to gain knowledge of HUD rental assistance programs and to learn about FHA Housing Administration (FHA) mortgage programs through ongoing training while delivering excellent customer service to connect others with program resources.

What’s in it for you?

• Monday - Friday schedule with no weekend work
• Access to benefits on day one including medical and dental insurance, 401K, Life, and AD&D plans
• Immediate and ongoing training to support your success
• Discounted Leidos stock purchase and other Employee Discounts
• Company-wide career mobility
• Company-sponsored Public Trust eligibility upon hire
• Voluntary overtime may be available based on business needs
• Paid Time Off (PTO) accrued based on Leidos policy, up to 15 days a year
• 11 paid holidays per year

**The pay for this position is $18.00 per hour. **

Customer Service Representative Opportunities available:

• Full-time
• 9:35 am - 6:05 pm MT in Albuquerque, NM

As a Customer Service Representative, you will:

• Reply to calls and emails from the public on housing and FHA mortgages.
• Utilize knowledge base and follow Standard Operating Procedures (SOPs) to answer customer requests.
• Deliver excellent customer service in a high-volume call center, including responding to customer complaints.
• Document customer email and phone communications within an internal database.

To be a successful Customer Service Representative you will possess:

• Excellent technical skills with the capability to navigate multiple computer systems and applications, and utilize search tools to provide information to our clients.
• Excellent time management skills and dependability.
• Experience with MS Office (Outlook, Word, Teams).
• Strong written and verbal communication skills including telephone etiquette.
• Excellent customer service soft skills including handling upset customers.
• Keyboarding proficiency of at least 40 words per minute.

Required Qualifications:

• Minimum of 2 years of experience in a high-volume contact center environment, including responding to customer complaints.
• Bilingual and fully fluent in both English and Spanish (written and verbal).
• High School diploma or General Educational Development (GED) certificate.
• Experience following Standard Operating Procedures (SOPs) to ensure accurate and consistent responses.
• Experience navigating and utilizing knowledge bases, FAQs, and internal support tools to provide timely and accurate information.
• Ability to successfully obtain a Public Trust Security clearance, which includes a credit check and background investigation.

Preferred Qualifications:

• Call Center (Omnichannel) background.
• Experience in rental property management or mortgage servicing, including handling complaints.

Leidos is a global leader providing solutions to make the world safer, healthier, and more efficient through technology, engineering, and science. Our company believes in engaging, developing, and empowering our diverse and valued people to foster a culture of creativity and growth.

This position is covered under the Service Contract Act and is subject to minimum wage demands as well as the minimum Health and Welfare benefits. Leidos ensures that all provisions are met through their wages and benefits.

# HUDFHA

If you're looking for comfort, keep scrolling. At Leidos, we outthink, outbuild, and outpace the status quo - because the mission demands it. We're not hiring followers. We're recruiting the ones who disrupt, provoke, and refuse to fail. Step 10 is ancient history. We're already at step 30 - and moving faster than anyone else dares.

Commitment to Non-Discrimination

All qualified applicants will receive consideration for employment without regard to sex, race, ethnicity, age, national origin, citizenship, religion, physical or mental disability, medical condition, genetic information, pregnancy, family structure, marital status, ancestry, domestic partner status, sexual orientation, gender identity or expression, veteran or military status, or any other basis prohibited by law. Leidos will also consider for employment qualified applicants with criminal histories consistent with relevant laws.