Bilingual Customer Service Representative

Leidos is seeking full-time Bilingual Customer Service Representatives at our FHA Resource Center in Indianapolis, IN. Our 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.

About the role

As a Bilingual Customer Service Representative, you will assist renters, homebuyers, and homeowners regarding their housing requests. This is a great opportunity to gain knowledge of HUD rental assistance programs and FHA mortgage programs through ongoing training while delivering excellent customer service to connect others with program resources.

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.

Skills

• Excellent technical skills with the capability to navigate multiple computer systems and applications and utilize search tools to provide information to 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.

Preferred Qualifications

• Call Center (Omnichannel) background.
• Experience in rental property management or mortgage servicing, including handling complaints.

Benefits

• Access to benefits on day one including medical and dental insurance, 401K, Life, and AD&D plans.
• Immediate and ongoing training to support your success.
• Discounted Leidos stock purchase and other Employee Discounts.
• Company-wide career mobility.
• 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.

Pay

The pay rate is $20.42 per hour.

Schedule

• Full-time, on-site at 5757 Decatur Blvd., Indianapolis, IN 46241.
• 10:00 am – 6:30 pm ET (must be able to work 11:30 am – 8:00 pm ET based on customer needs).
• Monday - Friday schedule with no weekend work.