25F - AGMT EXTENSION OF THE SOLID WASTE SERVICES

Home Browse Search

CITY OF SANTA ANA 9. CUSTOMER SERVICE DRAFT SCOPE OF WORK CONTRACTOR is responsible for ensuring that all staff and customer service representatives maintain a professional and courteous demeanor. CONTRACTOR will be responsible for all employee interactions with customers. CONTRACTOR is required to ensure that its customers are consistently treated courteously and are presented with timely, responsive and thorough solutions to problems and requests for information. To ensure that customers in the CITY obtain competent, professional and courteous customer service, Proposer will submit a Customer Service Operations Plan. The Customer Service Operations Plan will include, at a minimum, the following sections: • Recycling Hotline/Call Center • Website • Customer Information System • Staffing • Commercial Customer Service • Local Office in City of Santa Ana that is Accessible to the Public to accept Payment and Other Assistance CONTRACTOR shall provide a detailed description of each section of the Customer Service Operations Plan. 9.1 CUSTOMER SERVICE CALL CENTER A. The CONTRACTOR will maintain an office that provides telephone access to residents and businesses of the CITY and is staffed by trained and experienced Customer Service Representatives (CSRs). Such office will be equipped with sufficient telephones so that all Collection Service related calls received during normal business hours are answered by an employee within five (5) rings; will have responsible persons in charge during Collection hours; and will be open during normal business hours. The CONTRACTOR will provide either a telephone answering service or a mechanical device to receive Service Recipient inquiries during those times when the office is closed. Calls received after normal business hours will be addressed the next morning the office is open. B. Additionally, CONTRACTOR will provide the following: 1. Describe where the customer service call center will be located; if the call center is new or existing; and if the calls for other operations will be handled by the same call center. 2. Identify the name, type of equipment, and software used to maintain customer service information. 3. Indicate if the system is a new system that the company has not used elsewhere; if the system is currently used on a company -wide basis; or if the system is used by the company for select jurisdictions. Identify for which jurisdictions the system is used by the company. 9.2 CALL CENTER STAFFING CONTRACTOR will identify the number of customer service representatives (CSRs), their job functions, and number of hours per week that will be devoted to customer service. CONTRACTOR 11 25F-75