Customer Service Unit Clause Samples

Customer Service Unit. The Vendor shall maintain a Customer Service Unit, comprised of employees of the Vendor (not contracted or temporary labor) to perform all aspects of customer service to assist Participants, prospective Participants, providers, etc., regarding all aspects of the Plan. Calls to this unit shall be accepted and answered promptly by a live customer service representative during the hours of 8:00 a.m. to 5:00 p.m. Eastern Time, Monday through Friday, excluding State holidays as defined in the Contract and in accordance with PG-6 and PG-7 of Attachment B: Performance Guarantees. The Vendor shall maintain with the Department a current list of Vendor’s holidays.

Customer Service Unit a. Contractor shall maintain a customer service unit dedicated, but not necessarily exclusive, to performing all aspects of Member-related customer service. Calls to this unit shall be accepted and answered promptly by a live customer service representative during hours as agreed upon by the Department. b. Contractor shall maintain an exclusive toll-free customer service number, which will permit access anywhere in the United States. Customer service unit is subject to pertinent requirements in the Performance Guarantees section. c. Contractor shall record 100 percent of all customer service calls from Members. Audio copies of call recordings must be provided to the Department within three (3) Business Days upon request. For any request comprising less than five (5) transcripts, such request shall be provided to the Department within three (3) Business Days upon request; any larger transcript request shall be provided on a timely and commercially reasonable basis. Call recording and transcripts of call notes must be provided electronically.

Customer Service Unit a. Contractor shall maintain a customer service unit dedicated, but not necessarily exclusive, to performing all aspects of Member-related customer service and shall include a call center. Calls to this unit shall be accepted and answered promptly during hours mutually agreed upon by the Parties, currently Monday through Friday 9 a.m. to 6 p.m. (EST), excluding State holidays set forth in section 110.117, Florida Statutes. b. Contractor shall maintain a toll-free customer service number, which will permit access anywhere in the United States. Customer service unit is subject to pertinent requirements in the Performance Guarantees section. c. Contractor shall record one hundred percent (100%) of all customer service calls. Audio copies of call recordings must be provided to the Department within three (3) Business Days upon request. Call recording must be provided electronically.