Bilingual Rental Housing Customer Service Representative

About the role

Leidos is seeking a full-time bilingual Rental Housing Customer Service Representative 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, tenants, property managers, homebuyers and homeowners find rental resources and housing-related information. The position is bilingual in English and Spanish, verbal and written.

Key responsibilities

• Field phone calls on multifamily rental assistance requests, including tenant complaints, following standard operating procedures.
• Handle backup calls from the public about buying homes and servicing their loans.
• Provide information and resources to customers and document phone communications in an internal database.
• Use the knowledge base and follow SOPs to answer customer requests.

Required profile

• High school diploma or GED.
• At least 2 years of property management experience plus 1 year of contact center or telephone customer service experience.
• Ability to obtain a Public Trust security clearance, including a credit check and background investigation.
• Schedule: 9:35 am to 6:05 pm MT in Albuquerque, NM (subject to change).
• Bilingual in English and Spanish, verbal and written.

Required skills

• Navigating multiple computer systems and using search tools to provide information to clients.
• Excellent time management and dependability.
• MS Office (Outlook, Word, Teams).
• Written and verbal communication, including telephone etiquette.
• Typing speed of at least 40 words per minute.

Preferred qualifications

• Experience with HUD-subsidized multifamily apartments or public housing.
• Call center (omnichannel) experience.

What we offer

• Paid time off accruing up to 15 days in the first year, plus eleven paid holidays.
• Benefits available on day one: medical and dental insurance, 401K, life, AD&D and voluntary disability plans.
• Ongoing training opportunities.
• Pay of $22.00 - $23.00 per hour, under the Service Contract Act.