Bilingual Customer Service Representative (IND)

Leidos; Indianapolis (IN); On-site; USD 23,207 - 33,053; Full time

Benefits offered by this job

Medical and dental insurance

401K and Life insurance

Paid Time Off (up to 15 days a year)

11 paid holidays per year

Discounted Leidos stock purchase

Job summary

Leidos is hiring full-time Bilingual Customer Service Representatives for their FHA Resource Center in Indianapolis, IN. This role involves assisting individuals with housing requests while providing exceptional customer service within a supportive training environment.

Benefits include medical and dental insurance from day one, a Monday-Friday schedule without weekend work, and access to ongoing training. Candidates must be fluent in both English and Spanish and have at least 2 years of experience in a high-volume contact center.

Qualifications

• Minimum of 2 years experience in a high-volume contact center environment.
• Ability to efficiently respond to customer complaints.
• Experience following Standard Operating Procedures (SOPs).

Responsibilities

• Reply to calls and emails from the public on housing and FHA mortgages.
• Utilize knowledge base to answer customer requests.
• Document customer communications within an internal database.

Skills

Bilingual (English and Spanish)

Customer service

High-volume contact center experience

Education

High School diploma or GED

Job description

Description

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

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.

Benefits

• 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

Please Note

• This position is On-Site (in office) at 5757 Decatur Blvd., Indianapolis, IN 46241
• The pay rate is $20.42 per hour

Schedule

• Full-time
• 10:00 am – 6:30 pm ET in Indianapolis, IN (must be able to work 11:30 am – 8:00 pm ET based on customer needs)

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.

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.

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.