CC WS PACKET 03082022 - Laserfiche WebLink

Home Browse Search

Page 16 service to ensure all personnel maintains a positive attitude when dealing with City staff and Customers. Contractor personnel shall conduct themselves at all times in a respectful and courteous manner and not use any abusive or foul language. 2.Perform their duties in accordance with all existing laws and ordinances and future amendments thereto of the Federal, State of Minnesota, and local governing boards. 3.Be clean and presentable in appearance, as can reasonably be expected. 4.Wear a uniform and employee identification badge or name tag. 5.Drive in a safe and considerate manner, including the speed limits. 6.Manage containers in a careful manner by rolling, picking them up, emptying their contents into the Collection vehicle, and placing (not throwing, kicking or sliding) the container back to their designated location so as to avoid spillage and littering or damage to the container or property. 7.Monitor streets and alleys for any spillage and be responsible for cleaning up any litter or breakage. 8.Avoid damage to property and report any damage they cause or observe to the City staff. 9.Contractor’s employees shall not collect or scavenge through the Collection or other materials in any manner that relates to the contracted services. The Contractor shall immediately report to the City any instances of suspected scavenging or unauthorized removal of materials from any Collection containers to St. Anthony Police non-emergency dispatch at 612-782-3350. 10.CUSTOMER SERVICE REQUIREMENTS This section describes the minimal amount of Customer service required and shall not limit the Contractor in providing expanded Customer service. The City requires responsive, friendly Customer service at all times, in all other forms of communication, including interactions by haulers/crews on the Collection route, interactions on the phone, emails, social media, and websites. 10.1.Staffing The Contractor shall provide full-time oversight of the City’s Collection, and shall administer its obligations to provide quality service to Customers of St. Anthony. The Contractor shall maintain a local, Twin Cities, office equipped with telephones, email capability, and be staffed with sufficient personnel to effectively handle inquiries, complaints, and/or receive instructions. The Contractor shall provide adequate staff to handle phone calls and emails from St. Anthony Customers. The office shall be staffed by a person from 6:00 a.m. to 6:00 p.m. Monday through Friday except for the legal holidays. Overflow calls can be answered by an answering machine or voicemail system. 10.2.Responding to City Calls or Email Contractor shall address all voicemail and email correspondence with a return call or email to the City within one hour if the City contacted the Contractor between 7:00 a.m. and 3:30 p.m. and by