Customer Service Representative; ABQ

Job Summary

Leidos is seeking full-time Customer Service Representatives at our FHA Resource Center in Albuquerque, NM. The role supports the U.S. Department of Housing and Urban Development (HUD), Office of Single‑Family Housing, by assisting renters, home buyers, and homeowners with their housing requests. You will gain knowledge of HUD rental assistance programs and FHA mortgage programs through ongoing training while delivering excellent customer service.

Schedule:

Monday – Friday, 9:35am – 6:05pm MT. No weekend work. Pay: $17.00 per hour.

Location:

2109 Air Park Rd. SE, Albuquerque, NM 87106 (on‑site).

• 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.

• Minimum of 2 years of experience in a high‑volume contact center environment, including responding to customer complaints.
• 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.
• Excellent technical skills with the capability to navigate multiple computer systems and applications.
• 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.

• 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 day one, including medical and dental insurance, 401(k), Life, and AD&D plans.
• Immediate and ongoing training.
• 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.
• 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.

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.