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CC-1982 - USA (Ohio) - Customer Partner Service - Deadline June 18,2021

Product (RFP/RFQ/RFI/Solicitation/Tender/Bid Etc.) ID: CC-1982

Government Authority located in Ohio; USA based organization looking for expert vendor for customer partner service.

[A] Budget: Looking for Proposals

[B] Scope of Service:

(1) Vendor needs to provide customer partner service
- To staff and run a customer service call center,
- provide knowledgeable and experienced staff of customer service agents to handle calls from families, employees, and any person calling the customer service number
- Customer service agents work onsite in one of the administration buildings in the district weekdays from 7 a.m. to 5 p.m. (excluding District holidays and calamity “all facilities closed” Days). Special assignments requiring overtime will be agreed up as needed,
- Customer service agents answer callers and are expected to:
- Provide contact point for employees and constituents
- Transfer calls (warm transfer) to appropriate department
- Engage customers and record details
- Offer solutions to customer issues/inquiries to prevent a delay of resolution
- Provide a high level of customer service to the user population that is both warm and professional at all times
- Establish and maintain a sound customer relationship between the district and its constituents.
- Provides how-to documentation to employees as needed
- Performs other duties as assigned
(2) Approximate call volume: Historic records of calls volume shows that the district can receive around 5,000 calls in a regular month, and that amount can reach 12,000 monthly calls in the peak months of July and August and January.
(3) All the questions must be submitted no later than May 28, 2021.

[C] Eligibility:

- Onshore (USA Organization Only);

[D] Work Performance:

Performance of the work will be Offsite. Vendor needs to carry work in their office location.

Expiry Date : Friday, 18 June, 2021

Question Answer Deadline : Friday, 28 May, 2021

Category : Call Center and Answering

Country : USA

State : Ohio

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