Bilingual Customer Service Representative (English/Spanish)

About the role

Leidos is hiring full-time bilingual Customer Service Representatives for its FHA Resource Center in Albuquerque, NM. The team supports the US Department of Housing and Urban Development (HUD), Office of Single-Family Housing, helping renters, homebuyers and homeowners with housing requests. Training covers HUD rental assistance programs and FHA mortgage programs.

Key responsibilities

• Reply to calls and emails from the public on housing and FHA mortgages
• Use the knowledge base and follow Standard Operating Procedures (SOPs) to answer customer requests
• Deliver customer service in a high-volume call center, including responding to complaints
• Document customer email and phone communications in an internal database

Required profile

• Bilingual and fully fluent in English and Spanish, written and verbal
• At least 2 years of experience in a high-volume contact center, including handling complaints
• Experience following SOPs and using knowledge bases, FAQs and internal support tools
• Ability to obtain a Public Trust security clearance, including a credit check and background investigation
• High school diploma or GED

Required skills

• Navigating multiple computer systems and search tools
• MS Office (Outlook, Word, Teams)
• Typing speed of at least 40 words per minute

What we offer

• Pay of $18.00 per hour
• Monday to Friday schedule with no weekend work
• Benefits on day one: medical and dental insurance, 401K, life and AD&D plans
• Training, employee discounts and company-sponsored Public Trust eligibility
• Paid time off up to 15 days a year and 11 paid holidays
• Voluntary overtime may be available