Customer Service Representative

Leidos; Albuquerque (NM); On-site; USD 46,838,000 - 50,971,000; Full time

Benefits offered by this job

Medical and dental insurance on day 1

401K plan

Life and AD&D coverage

PTO up to 15 days a year

11 paid holidays per year

Overtime may be available

Stock purchase discounts

Career mobility

Public Trust eligibility

Job summary

Leidos is seeking a full-time Customer Service Representative for our FHA Resource Center in Albuquerque, NM. This on-site role supports HUD's mission by handling housing and FHA mortgage inquiries in a high-volume setting.

You will work Monday through Friday, 9:35 am–6:05 pm MT, with benefits from day one including medical, dental, 401(k), life and AD&D coverage, PTO and holidays. Overtime may be available based on business needs.

Qualifications

• Minimum of 2 years of experience in a high-volume contact center environment.
• High School diploma or GED.
• Experience following SOPs to ensure accurate and consistent responses.
• Experience navigating knowledge bases, FAQs, and internal support tools.

Responsibilities

• Reply to calls and emails from the public on housing and FHA mortgages.
• Utilize knowledge base and SOPs to answer customer requests.
• Deliver excellent customer service in a high-volume call center.
• Document customer email and phone communications in an internal database.

Skills

Customer service

Time management

Written and verbal communication

Typing speed

Education

High School diploma or GED

Tools

MS Office

Outlook

Word

Teams

Job description

Description

Leidos is seeking full-time 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.

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

Please Note

• This position is On‑Site (in office) at 2109 Air Park Rd. SE, Albuquerque, NM 87106
• The pay is $17.00 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.
• 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.

About Leidos

Leidos is an industry and technology leader serving government and commercial customers with smarter, more efficient digital and mission innovations. Headquartered in Reston, Virginia, with 47,000 global employees, Leidos reported annual revenues of approximately $16.7 billion for the fiscal year ended January 3, 2025. For more information, visit www.Leidos.com.

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.

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.