Specifications include, but are not limited to: A. Contractor must provide all labor, supervision, materials, supplies, equipment, tools, transportation, and methods of communication (computer and smartphones) and, if required, additional miscellaneous services necessary to meet requirements of specified services through the term of the Contract B. Perform all work under this Contract with an emphasis on exceptional customer service reflecting PHX’s brand as America’s Friendliest Airport®. This includes responding to customers’ inquiries when they come in. Contractor should: • Utilize Airport’s platforms to answer inquiries from the public. This includes: o Email o Text o ZenDesk o Website live chat o Customer Service Phone o Social media channels – Twitter, Facebook and Instagram • Answer inquiries per the customer service and social media standards guidelines. • Elevate high priority or critical messaging to the on-duty representative. • Monitor, record and document all contacts using our existing ZenDesk system and any other system the Aviation Department is currently using for customer feedback. • Communicate biweekly to the ADR team on any issues, questions, or concerns related to customer contacts. • Respond to customer inquiries within 15 minutes. • Provide monthly metric report of the number of calls, emails, social media contacts, live chats, texts, that were answered. C. Contractor must be dedicated to providing exceptional customer service, while managing their staff in an efficient and welcoming manner to meet the needs of customers. Contractor will also be required to participate in Airport Emergency Exercises so that they have an understanding of airport emergency response operations. D. Contractor will be expected to perform all duties remotely and will be included in the monthly management fees at no extra cost to the City.
