Rental Customer Service Representative

Job Description

Leidos is seeking a Rental Housing Customer Service Representative at our FHA Resource Center in Indianapolis, IN. Our Leidos Customer Service team supports the U.S. 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 Customer Service Representative, you will assist renters, tenants, and property managers by providing resources and referrals to meet their rental needs. You may also assist home buyers and homeowners with requests related to purchasing and owning a home. 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.

• Field phone calls on multifamily rental assistance requests, including tenant complaints, in accordance with standard operating procedures.
• Handle backup calls from the public regarding buying homes and servicing their loans.
• Provide information and resources to customers to deliver customer service excellence.
• Use knowledge base and follow Standard Operating Procedures (SOPs) to answer customer requests.
• Document customer phone communications in an internal database.

• 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.
• Keyboarding proficiency of at least 40 words per minute.

• High School diploma or General Educational Development (GED) certificate.
• Minimum of two (2) years of property management experience plus (1) year contact center experience or telephone customer service experience.
• Ability to successfully obtain a Public Trust Security clearance, which includes a credit check and background investigation.
• 10:00 a.m. – 6:30 p.m. ET in Indianapolis, IN (subject to change based on customer needs).
• English or Bilingual in English/Spanish is a plus – verbal and written.

• Experience with HUD‑subsidized multifamily apartments or public housing.
• Call Center (Omnichannel).

• Paid Time Off (PTO) accrued based on Leidos policy, up to 15 days in the first year (prorated based on hours worked).
• Eleven paid holidays per year (prorated based on hours worked).
• Access to benefits on the first day of employment (medical & dental insurance, 401(k), Life, AD&D, Voluntary Disability plans).
• Ongoing training opportunities to foster professional development.

The pay for this position is $18–$20 per hour.

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 wages and benefits.

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.