Bilingual Customer Service Representative; ABQ

Description

Leidos is seeking full‑time bilingual Customer Service Representatives for its FHA Resource Center in Albuquerque, NM.

• Monday‑Friday schedule with no weekend work
• Access to benefits on day one including medical and dental insurance, 401(k), 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 per Leidos policy, up to 15 days a year
• 11 paid holidays per year

Full‑time, 9:35 am – 6:05 pm MT in Albuquerque, NM.

• Reply to calls and emails from the public on housing and FHA mortgages
• Utilize 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 customer complaints
• Document customer email and phone communications within an internal database

• Excellent technical skills with the ability 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

• 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 GED certificate
• Experience following 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

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

Pay: $18.00 per hour.

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. Applicants with criminal histories consistent with relevant laws will also be considered.