Bilingual Customer Service Representative

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, home buyers, 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 mortgage programs through ongoing training while delivering excellent customer service to connect others with program resources.

• Monday - Friday schedule with no weekend work
• Access to benefits on day one including medical and dental insurance, 401K, Life, AD&D, Voluntary Disability 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

• Full-time
• 9:35 am – 6:05 pm MT in Albuquerque, NM (hours/schedule is subject to change based on customer needs)

• 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.

• 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.

• Bilingual and fully fluent in both English and Spanish (written and verbal).
• High School diploma or General Educational Development (GED) certificate.
• Minimum of 2 years of experience in a high-volume contact center environment, including responding to customer complaints.
• 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.

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

The pay for this position is $18.00 per hour.

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.