Bilingual Customer Service Representative

Leidos; Albuquerque (NM); On-site; USD 25,000 - 28,000; Full time

Benefits offered by this job

Medical and dental insurance

401k

Life and AD&D insurance

Discounted Leidos stock purchase

Career mobility

Public Trust eligibility upon hire

Overtime potential

PTO up to 15 days per year

11 paid holidays

Paid training

Employee discounts

Job summary

Leidos is hiring a Bilingual Customer Service Representative for the FHA Resource Center in Albuquerque, NM. You will assist renters, homebuyers, and homeowners with housing requests, using SOPs and knowledge bases to provide accurate information and great service. Training on HUD programs will be provided.

The role is full-time with standard weekday hours, offering benefits from day one and opportunities for career mobility within Leidos.

Qualifications

• Minimum of 2 years in a high-volume contact center environment.
• Bilingual and fluent in English and Spanish (written & verbal).
• High School diploma or GED.
• Experience with MS Office (Outlook, Word, Teams).
• Strong time management and dependability; excellent communication skills.

Responsibilities

• Reply to calls and emails from the public on housing and FHA mortgages.
• Use knowledge base and SOPs to answer customer requests.
• Provide excellent customer service in a high-volume call center; address customer complaints.
• Document customer email and phone communications in internal system.

Skills

Bilingual English/Spanish

MS Office

Typing 40 wpm

Customer service

Education

High School diploma or GED

Tools

MS Office Suite

Job description

Position Overview

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.

Schedule

Monday – Friday schedule with no weekend work. Shift: 9:35am – 6:05pm MT.

Salary

Pay: $18.00 per hour.

Benefits

• 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

Key Responsibilities

• 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.

Requirements

• 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 with MS Office (Outlook, Word, Teams).
• 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.
• Excellent 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.
• 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.

Employment Details

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.

Commitment and Diversity

Commitment and Diversity 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.

Securing Your Data

Securing Your Data Leidos will never ask you to provide payment-related information at any part of the employment application process. And Leidos will communicate with you only through emails that are sent from a Leidos.com email address. If you receive an email purporting to be from Leidos that asks for payment-related information or any other personal information, please report the email to [e-mail].