Specifications include, but are not limited to: Provide 24 hour/365 day answering services for urgent and emergency utility related calls as needed. The respondent must answer all calls in a courteous and professional manner and accurately record all information received from the caller. A customized auto greeting is required and should be answered on the first ring. The greeting will ask customers who are not calling in to report an outage, leak, or other emergency situation, to call back during normal business hours. Respondent will be given the “on call” number of up to but not limited to 30 department staff members. Respondent must have the ability to simultaneously notify all “on call” numbers via text message. Text messages must include the name of caller, phone number to reach customer, phone number the call came from (Caller ID), the location (address and city) and nature of the emergency, along with any call back requests made by the caller.
