Bilingual Customer Service Representative (IND)

Leidos is a global leader in delivering solutions that make the world safer, healthier, and more efficient through technology, engineering, and science. Headquartered in Reston, Virginia, Leidos employs approximately 47,000 employees worldwide and reported annual revenues of about $16.7 billion for the fiscal year ended January 3, 2025. The company serves both government and commercial clients, specializing in innovative digital and mission solutions designed to address complex challenges. Leidos prides itself on fostering a culture of creativity and growth, empowering its diverse workforce to disrupt the status quo and push boundaries in pursuit of excellence. The company is dedicated to providing competitive pay and benefits that align with the importance of its work and the dedication of its employees.

Leidos is currently hiring full-time Bilingual Customer Service Representatives for its FHA Resource Center located in Indianapolis, Indiana. This role is onsite at 5757 Decatur Blvd and offers a scheduled Monday through Friday workweek, with hours from 10:00 am to 6:30 pm Eastern Time, with the flexibility to work from 11:30 am to 8:00 pm ET as needed based on customer demands. The position pays $20.42 per hour and includes access to benefits starting on day one, such as medical and dental insurance, 401(k), life insurance, and AD&D plans.

As a Bilingual Customer Service Representative, you will play an essential role supporting the U.S. Department of Housing and Urban Development (HUD), specifically the Office of Single-Family Housing. Your primary responsibility will involve assisting renters, homebuyers, and homeowners with inquiries related to their housing requests. This is an excellent opportunity to build expertise in HUD rental assistance programs as well as FHA Housing Administration (FHA) mortgage programs through continuous training provided by Leidos.

Your daily activities will include responding to high volumes of calls and emails from the public concerning housing and FHA mortgage questions. You will use established Standard Operating Procedures (SOPs) and knowledge bases to ensure accurate and consistent information delivery. The role demands excellent communication skills to professionally handle customer complaints and foster positive interactions with the public. You will document all correspondence within an internal database system to maintain thorough records of customer interactions.

Successful candidates will have strong technical capabilities to navigate multiple computer systems and applications efficiently, proficient use of Microsoft Office tools such as Outlook, Word, and Teams, and keyboarding skills of at least 40 words per minute. Dependability, excellent time management, and superior customer service soft skills, including handling upset or frustrated customers with tact, are critical attributes for success in this role. Candidates must be bilingual and fluent in English and Spanish, both written and verbal, to effectively communicate with a diverse customer base.

The position requires a minimum of two years experience in a high-volume contact center environment, including complaint management. Candidates should have experience working with SOPs and internal support tools to provide timely and accurate information. They must also be able to obtain a Public Trust Security clearance, which includes a credit check and background investigation.

Leidos values equal employment opportunities and is committed to non-discrimination, considering applicants of diverse backgrounds and histories in compliance with all relevant laws. Working at Leidos offers the chance to contribute meaningfully to important government housing programs while developing career skills in a supportive and dynamic environment. If you are motivated by challenge and driven to deliver exceptional service, this role presents an outstanding career opportunity.