10/26/2011 Env Bd Packet - Laserfiche WebLink

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t49l ' °N 'OZ 'P0 a "!1 P ° ^!" Contractor's personnel shall be trained both in program operations and customer service and insure that all personnel maintain a positive attitude with the public and City staff and shall: • Conduct themselves at all times in a courteous manner and use no abusive or foul language. • Perform their duties in accordance with all existing laws and ordinances and future amendments to Federal, State of Minnesota, and local laws and governing boards. • Be clean and presentable in appearance. • Wear a uniform and employee identification badge or name tag. • Drive in a safe and considerate manner. • Manage containers in a careful manner. • Monitor for any spillage and be responsible for cleaning up any litter or breakage resulting from the service. • Avoid damage to property. • Abstain from operating vehicle while under the influence of alcohol or illegal controlled substances. 5. CUSTOMER SERVICE REQUIREMENTS a) Customer Service Personnel Contractor shall provide a sufficient number of personnel to receive complaints and answer curbside recycling questions via telephone between the hours of 8:00 a.m. and 4:30 p.m. weekdays, except holidays. Contractor shall have a voiceniail system activated to receive telephone calls after business hours and on weekends. Missed Collections Contractor shall pick up missed recycling Collections on the same day it receives notice of a missed Collection, provided notice is received by Contractor before 11:00 a.m. on a business day. if notice is received by the Contractor after 11:00 a_m. or on a non - business day, Contractor will pick up the missed Collection no later than 4:00 p.rn. the next business day. c) Customer Complaints & Complaint Log All service complaints shall be handled by the Contractor. The City will notify the Contractor of all complaints it receives. The Contractor is responsible for corrective actions and shall answer all complaints courteously and promptly. Contractor shall maintain a log of all complaints, including the nature of the complaint, naive, address, and telephone number of the complainant, date and time received, Contractor's response, and the date and time of response. Contractor will provide a detailed monthly report to the City Recycling Coordinator. 6 0 a C7Q7 'OM • • IAI J I C H I I (17 f17 ' l D r