1. The Selected Respondent(s) will provide and maintain its Customer Service Call Center in the United States. 2. The off-site Call Center will answer calls from residents, applicants, citizens, employees, landlords, vendors, and others. 3. The Selected Respondent(s) shall perform Customer Service Call Center activities in accordance with HUD regulations and RRHA policies. 4. The Selected Respondent(s) responsibilities of HCVP Call Center include, but are not limited to: a. Provide and manage off-site Call Center Services b. Maintain a suitable Interactive Voice Response (IVR) system c. Interact with RRHA’s system of record to track call center interactions, record case notes, and streamline customer service d. Accurately track calls handled and report all activity to RRHA i. Provide resolution to caller’s inquiry/concern ii. Assign to appropriate RRHA department for follow-up and resolution 5. The Selected Respondent(s) must have experience in staffing and management of customer service call center and perform activities in accordance with HUD regulations and RRHA policies. 6. Provide telephone answering services during daily business hours of 7:00 am – 6:00 pm. 7. The Selected Respondent(s) must have the software utilized by RRHA to record notes and access client records in order to resolve issues and/or escalate to appropriate RRHA personnel. RRHA currently utilizes Yardi.
