Bilingual Customer Service Representative (IND)

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

Benefits offered by this job

Medical and dental insurance

401(k) plan

Paid Time Off

Company-sponsored Public Trust eligibility

Job summary

Leidos Inc is seeking full-time Bilingual Customer Service Representatives to join our FHA Resource Center in Indianapolis, IN. This role involves assisting renters, homebuyers, and homeowners with housing requests and FHA mortgage programs.

Candidates must be bilingual in English and Spanish, with at least 2 years of experience in a high-volume contact center environment, delivering exceptional customer service and resolving customer complaints.

Qualifications

• Minimum of 2 years of experience in a high-volume contact center.
• Experience responding to customer complaints.
• Ability to obtain a Public Trust Security clearance.

Responsibilities

• Reply to calls and emails from the public on housing and FHA mortgages.
• Deliver excellent customer service in a high-volume call center.
• Document customer communications within an internal database.

Skills

Bilingual (English and Spanish)

Customer service expertise

Knowledge of Standard Operating Procedures

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.

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 and support disclosure of HUD rental assistance and FHA mortgage programs.

Responsibilities

• Reply to calls and emails from the public on housing and FHA mortgages.
• Utilize knowledge base and follow Standard Operating Procedures 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.

Schedule and Location

• Monday through Friday schedule with no weekend work.
• Daily shift: 10:00 am – 6:30 pm ET (must be able to work 11:30 am – 8:00 pm ET as needed).
• On-site location at 5757 Decatur Blvd., Indianapolis, IN 46241.

Benefits and Compensation

• Pay rate: $20.42 per hour.
• Immediate and ongoing training to support success.
• Medical and dental insurance, 401(k), Life and AD&D plans available from day one.
• 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 accrued per Leidos policy, up to 15 days a year.
• 11 paid holidays per year.

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.
• High School diploma or GED.
• Experience following Standard Operating Procedures to ensure accurate and consistent responses.
• Experience navigating and utilizing knowledge bases, FAQs, and internal support tools.
• Ability to obtain a Public Trust Security clearance, including credit check and background investigation.

Preferred Qualifications

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

Equal Employment Opportunity

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.