Customer Service Representative - FHA Housing Support

About the role

Leidos is hiring full-time Customer Service Representatives for its FHA Resource Center in Albuquerque, NM, supporting the US Department of Housing and Urban Development's Office of Single-Family Housing. You will help renters, homebuyers and homeowners with their housing requests, learning HUD rental assistance and FHA mortgage programs through ongoing training. The position is on-site at 2109 Air Park Rd. SE, Albuquerque.

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 excellent customer service in a high-volume call center, including responding to complaints
• Document email and phone communications in an internal database

Required profile

• At least 2 years of experience in a high-volume contact center, including handling customer complaints
• High school diploma or GED
• 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
• Preferred: call center (omnichannel) background, rental property management or mortgage servicing experience

Required skills

• Technical skills with multiple computer systems and search tools
• Time management and dependability
• MS Office (Outlook, Word, Teams)
• Written and verbal communication, telephone etiquette and customer service
• Typing speed of at least 40 words per minute

What we offer

• Monday to Friday schedule with no weekend work
• Benefits on day one: medical and dental insurance, 401K, life and AD&D plans
• Training, discounted stock purchase and employee discounts
• Career mobility, voluntary overtime and PTO up to 15 days a year
• 11 paid holidays per year