Bilingual Customer Service Representative (ABQ)

About the role

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.

Responsibilities

• 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.

Requirements

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

Qualifications

• 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.

Skills

• Technical skills with multiple computer systems and applications.
• Time management and dependability.
• MS Office proficiency (Outlook, Word, Teams).
• Customer service skills including handling complaints.
• Keyboarding proficiency.

Benefits

• Medical and dental insurance.
• 401K plan.
• Life and AD&D plans.
• Discounted Leidos stock purchase and other Employee Discounts.
• Company-wide career mobility.
• 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.

Pay

The pay for this position is $18.00 per hour.

Schedule

Mondays - Fridays schedule with no weekend work.

Benefits

• Immediate and ongoing training to support your success.
• Discounted Leidos stock purchase and other Employee Discounts.
• 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.

Additional Information

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 their wages and benefits.

About Leidos

Leidos is an industry and technology leader serving government and commercial customers with smarter, more efficient digital and mission innovations. Headquartered in Reston, Virginia, with 47,000 global employees, Leidos reported annual revenues of approximately $16.7 billion for the fiscal year ended January 3, 2025. For more information, visit www.Leidos.com.

Pay and Benefits

Pay and benefits are fundamental to any career decision. That's why we craft compensation packages that reflect the importance of the work we do for our customers. Employment benefits include competitive compensation, Health and Wellness programs, Income Protection, Paid Leave and Retirement. More details are available at www.leidos.com/careers/pay-benefits.

Securing Your Data

Beware of fake employment opportunities using Leidos' name. Leidos will never ask you to provide payment-related information during any part of the employment application process (i.e., ask you for money), nor will Leidos ever advance money as part of the hiring process (i.e., send you a check or money order before doing any work).

Commitment to Non-Discrimination

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.