Job Description

Job Title: Repair Coordinator II

Location: 10105 Senate Drive Lanham Maryland 20706.

Duration: 3-6 months with potential extension based on fit and need.

Type: Contract.

Pay Rate: $23/hr. on W2

Training Duration: 30 days and OJT

Hours: 8:30 AM - 5:00 PM (possible overtime)

Virtual Interviews

Number of interviews: 1 possible 2

Types: [Technical / Behavioral / Assessment]

Camera required: Encouraged

Duration: 30 min

Interview Panel: HM

Important Note: This is NOT a warehouse position.

Suppliers: Please ensure candidates understand this distinction.

Position Summary

• The Repair Coordinator is responsible for the proper receipt and tracking of customer subscriber equipment, primarily devices.
• This includes receiving deliveries, unpacking boxes, validating data, engaging with customers, and entering device and customer information into the system.

Key Responsibilities

• Receive, unpack, and validate customer devices in the system
• Engage with customers regarding equipment status and processing
• Perform accurate data entry of device and customer information
• Handle customer assets with care and professionalism
• Collaborate with FTC Service & Sales Teams and direct customer contacts
• Meet ISO9001 and internal service level objectives
• Interface assertively and positively with FTC personnel
• Maintain accountability for workflow and results
• Use FTCs Oracle-based Service Operating System
• Adhere to company policies and service cycle targets
• Demonstrate flexibility and positivity during peak periods (overtime may be required)

Required Qualifications & Skills

• Typing speed of at least 30 WPM
• Excellent written and verbal communication
• Strong organizational and multitasking skills
• Ability to address service-level challenges across all FTC personnel
• Experience in fast-paced environments with time-sensitive goals
• Proficiency in Google Suite and Microsoft Excel
• Willingness and ability to learn new systems quickly
• Accountability and self-motivation
• Effective problem-solving skills
• Ability to lift boxes up to 30 lbs
• Initiative and sound decision-making with minimal supervision
• Team player and self-sufficient contributor
• Strong work ethic and professional demeanor

Main Responsibilities

• Proficiency in Google Suite and Microsoft Excel
• Typing speed of at least 30 WPM
• Ability to lift up to 35 lbs
• Strong written and verbal communication skills
• Organizational skills and multitasking ability
• Customer service experience
• Team collaboration
• Answering and filtering incoming calls
• Ability to work in a fast-paced environment under time constraints
• Learn and use FTC Service Operating Systems (Oracle, Excel, Salesforce, Dialpad)
• Follow detailed work instructions
• Accountability and reliability
• Positive attitude under pressure
• Individual contributor and team player
• Decision-making with minimal supervision over time
• Strong work ethic and problem-solving skills

Key Contributions (First 90-120 Days)

• Become fully proficient in using internal platforms
• Transition from trainee to self-sufficient agent
• Deliver consistent, high-quality performance and reliability

Must-Have Qualifications

• Mid-level experience required
• Software Proficiency
• Oracle
• Excel
• Salesforce
• Dialpad

Work Environment & Safety

• Environment: Team-based, open floorplan
• Lifting Requirement: Up to 35 lbs
• Safety Equipment: To be provided as needed

Team Structure & Reporting

• Receiving Department - scanning, unboxing, organizing, and system entry of deliveries.
• Additional duties include email and phone support.

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