Task 1: Customer Service The winning bidder will handle all calls related to the EV Rebate Program forwarded from Efficiency Maine’s Call Center, Monday through Friday, 8:00 a.m. to 5:00 p.m., except State holidays. This program typically receives around five calls per day and we expect at least 90% of calls to be answered within 20 seconds. In addition, the winning bidder will handle email inquiries about the program within one business day – approximately two emails per business day. Task 2: Efficiency Maine Call Center Coordination All customer calls come in through Efficiency Maine’s central call center. Calls are forwarded to the appropriate program team (e.g., the Electric Vehicle Rebate Program). The winning bidder must work cooperatively with the call center and assist with call center training, monitoring, and support to ensure maximum customer satisfaction and cost-effective program delivery. Task 3: Incentive Processing The program has historically issued more than 1,000 rebates per year, with different incentive levels for various electric vehicle types as well as customer types. The winning bidder will verify rebate claims are eligible, work with customers to complete claims if incomplete, and send payment to the Participating Dealer or EV Purchaser such that the customers will receive payment in under 30 days. The winning bidder will carefully review incentive applications for accuracy and completeness to confirm vehicle and customer eligibility. The winning bidder will invoice Efficiency Maine for the amount due, and Efficiency Maine will deposit incentive payments via ACH into the winning bidder’s bank account within two business days. Payments to EV Purchasers should be mailed checks. Participating Dealers should be offered the choice of ACH or checks.
