Bilingual Customer Service Representative; ABQ

Leidos is seeking full‑time Bilingual Customer Service Representatives to support the U.S. Department of Housing and Urban Development (HUD) Office of Single‑Family Housing at the FHA Resource Center in Albuquerque, NM.

As a Bilingual Customer Service Representative, you will assist renters, home buyers, and homeowners with housing requests and provide information on HUD rental assistance and FHA mortgage programs.

• Reply to calls and emails from the public about housing and FHA mortgages.
• Utilize knowledge bases and follow Standard Operating Procedures (SOPs) to answer customer requests.
• Deliver excellent customer service in a high‑volume call center, including handling customer complaints.
• Document customer email and phone communications within an internal database.

• Excellent technical skills to navigate multiple computer systems and applications and utilize search tools.
• 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 accurate information.
• Ability to 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.

• Monday‑Friday schedule with no weekend work.
• Access to benefits on Day1, including medical and dental insurance, 401(k), life insurance, 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.
• Optional voluntary overtime based on business needs.
• Paid Time Off (PTO) accrued up to 15 days per year and 11 paid holidays per year.
• Pay: $18.00 per hour.

• Full‑time, 9:35am–6:05pm Mountain Time, Albuquerque, NM.

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.

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 wages and benefits.