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Bilingual Client Support Specialist

2 months ago

Albuquerque, New Mexico, United States Leidos Full time

Position Overview

Leidos is looking for dedicated Bilingual Customer Service Representatives to join our dynamic team. This role involves supporting the US Department of Housing and Urban Development (HUD) in fostering strong, inclusive communities and providing access to quality affordable housing.

As a Customer Service Representative, your primary responsibility will be to assist renters, tenants, and property managers by offering valuable resources and referrals tailored to their housing needs. Additionally, you will provide support to homebuyers and homeowners with inquiries related to purchasing and maintaining a home. This position offers an excellent opportunity to gain insights into HUD rental assistance programs and FHA mortgage initiatives through continuous training while delivering exceptional customer service.

Work Schedule:

  • Albuquerque, NM: 9:30 am - 6:00 pm MT (subject to change based on customer needs)
  • Indianapolis, IN: 10:00 am - 6:30 pm ET (subject to change based on customer needs)

Key Responsibilities:

  • Respond to inquiries via calls and emails regarding housing and FHA mortgage information.
  • Utilize a comprehensive knowledge base and adhere to Standard Operating Procedures (SOPs) to address customer requests effectively.
  • Provide outstanding customer service in a fast-paced call center environment, including managing customer complaints.
  • Document all customer interactions in an internal database accurately.

Qualifications for Success:

  • Ability to navigate various computer systems and applications, employing search tools to assist clients.
  • Strong time management skills and reliability.
  • Proficiency in MS Office applications (Outlook, Word, Teams).
  • Excellent written and verbal communication skills, including professional telephone etiquette.
  • Typing speed of at least 40 words per minute.

Required Qualifications:

  • High School diploma or equivalent (GED).
  • A minimum of 2 years of experience in a contact center or telephone customer service role.
  • Ability to obtain a Public Trust Security clearance, which includes a credit check and background investigation.
  • Bilingual proficiency in English and Spanish, both verbal and written.

Preferred Qualifications:

  • Experience in an omnichannel call center environment.
  • Background in rental property management or mortgage servicing, particularly in complaint resolution.

Employee Benefits:

  • Accrued Paid Time Off (PTO) based on company policy, up to 3 weeks in the first year.
  • Ten paid holidays annually.
  • Access to comprehensive benefits from the first day of employment, including medical and dental insurance, 401K, Life, AD&D, and Voluntary Disability plans.
  • Opportunities for ongoing training to support professional growth.
  • Tuition reimbursement according to company policy.
  • Gym membership reimbursement.
  • Participation in Diversity and Inclusion Employee Resource Groups.

Leidos is a global leader in providing innovative solutions that enhance safety, health, and efficiency through technology, engineering, and science. Our commitment to engaging, developing, and empowering our diverse workforce fosters a culture of creativity and growth.

Compensation: The pay for this position is $18.00 per hour.

This position is subject to the Service Contract Act, ensuring compliance with minimum wage and health and welfare benefits.

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