CC PACKET 01102023 - Laserfiche WebLink

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Page 16 7.Monitor streets and alleys for any spillage and be responsible for cleaning up any litter or breakage, which are generated by Contractor or Residential customers and where such services would be within scope of this Contract. 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 Carts 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-based 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 7:00 a.m. to 5:00 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 9:00 a.m. the next business day if the call or email was made after 3:30 p.m. or during non-working hours. 10.3.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. 131