Responding to Customer Calls. The Contractor will receive customer inquiries; complaints; requests for Walk-Up Service, Extra Collection and Appliance, Electronics and Bulky Waste Collection; and other issues by phone or email. Contractor shall address all voicemail and email correspondence with a return call or email to the City customer within 30 minutes if the Customer contacted the Contractor between 7:00 a.m. and 5:00 p.m. and by 9:00 a.m. the next consecutive working day if the call or email was made after business hours. All phone calls shall be answered by a person during office hours with overflow calls going into a voicemail answering system. A voicemail system or answering service shall be operative during all non-office hours. Customer service staff shall be accessible via email during office hours and the Contractor’s email system shall be able to receive emails during non-office hours for review and response during office hours.
Responding to Customer Calls. The Contractor shall receive customer service inquiries, complaints, special needs, special pickups, and other issues by phone or email, and record them in an electronic database for means of tracking, recording, mapping, and reporting for quality control/quality assurance purposes. The handling of inquiries must be dealt with in a timely manner, no more than 48 hours of request for service. The customer service program shall be set up to maximize the number of calls being handled by a live person and minimize the calls into voicemail. The Contractor shall address all voicemail and email correspondence with a return call or email to the City customer promptly.
