Bilingual Customer Service Representative

Leidos; Albuquerque (NM); On-site; USD 32,000 - 43,000; Full time

Benefits offered by this job

Medical and dental insurance

401K

Life and AD&D plans

Paid Time Off (PTO)

Job summary

Leidos is seeking a full‑time Bilingual Customer Service Representative in Albuquerque, NM, supporting HUD/FHA programs. You will assist renters, homebuyers, and homeowners, following SOPs and using our knowledge base to provide accurate information.

The role offers training, benefits from day one, and potential overtime based on needs. The position requires minimum 2 years in a busy contact center and fluent English/Spanish communication.

Qualifications

• Minimum of 2 years in a high‑volume contact center environment.
• Bilingual and fluent in English and Spanish (written and verbal).
• High School diploma or GED.
• Experience following SOPs to ensure accurate responses.
• Experience using knowledge bases and internal tools to provide timely information.

Responsibilities

• Reply to calls and emails from the public on housing and FHA mortgages.
• Use SOPs and knowledge base to answer customer requests.
• Deliver excellent customer service in a high‑volume call center and address complaints.
• Document customer communications in internal database.

Skills

Bilingual English/Spanish

Verbal communication

Written communication

Time management

MS Office

Typing 40 wpm

Education

High School diploma or GED

Job 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

• 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

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.

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.