General details: • The number of monthly calls vary depending on the season (for example, summer air conditioner and winter heater calls increase during those seasons). The number of daily calls is higher on Fridays, Saturdays, and holidays. • An estimated 2500 to 3,000 work order calls are received per month. These include calling the work order center and after hours, and holiday answering service. There are no work orders generated through the Rent Café portal at this time. An estimated 7-10 calls per night and 30 calls per weekend are considered emergencies. • The average length of a call is 3-5 minutes. Calls should be answered within the third ring. Average hold time must be less than 2 minutes. • Contractor may be asked to enter and close work orders in the Yardi Property Management System. • Contactor must have the ability to complete short customer services surveys, as needed • Contractor must have the ability to assist CMHA staff in communicating with residents relating to emergency work orders, data entry, clear and consistent documentation regarding the nature of the work order, effective communication, professional phone etiquette. Management will respond back to emergency email or text with the requested communication. • CMHA will provide the necessary training materials such as call etiquette, details required to enter and close work orders, CMHA demographic information including staff and property location, work order emergency, urgent and routine listing, protocol for staff calling, and the holiday schedule. The Contractor(s) should have the ability to provide services the day the contract starts. • There is no required total call capacity or simultaneous inbound or outbound call, text or email capacity. • 100% of calls should be answered by a live operator • There is no minimum or maximum requirement for number of staff assigned to work under this contract and no required degree of dedication. Contractor is to perform work off-site, provide staff information to include email addresses and telephone contact number
