Customer Care Call Center Service

The Vendor is required to provide for every caller and visitor who interacts with any agency school or office— every day, every time.
- This project supports our strategic priority of building an informed and engaged community by strengthening communication systems and enhancing the overall customer experience.
- The Customer Care Call Center plays a critical role in this effort, serving as a centralized hub that partners with schools and departments to improve responsiveness, strengthen community engagement, and ensure stakeholders feel informed, respected, and supported.
- The Customer Care Call Center operates Monday through Friday, 7:00 a.m. to 5:00 p.m. (excluding district holidays and calamity days), aligning with school and administrative hours. 
- As the primary point of contact for families, staff, and community members, the Call Center plays a critical role in ensuring stakeholders receive consistent, reliable, and respectful support.
- The Customer Care Service Desk Vendor
•    The vendor will provide knowledgeable and experienced staff of customer service agents to handle calls from families, employees, and any person calling the customer service number. Historical 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.
- Customer Care Service Desk
•    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 upon as needed. 
•    Customer service agents have been flexible in working remotely and onsite as needed. 
•    The team currently works hybrid (2 days on site/3 days remote) and during peak or as needed 5 days on site (i.e., July through October for peak time window). 
•    This trend can continue or might change in the future. 
•    Vendor is expected to be flexible enough to accommodate any work arrangements.
- 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
•    Execute Onflo/Let’s Talk End User, Recorder Functions and Telephony Functions
•    Serve as Onflo/Let's Talk End User on assigned topics/teams and special projects (i.e., community response efforts)
•    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