The Richmond Redevelopment and Housing Authority (RRHA) seeks proposals from qualified vendors to provide comprehensive Call Center Management and Operations Services in support of RRHA’s housing programs, including Public Housing, Housing Choice Voucher (HCV), and Affordable Housing. The selected contractor will operate a fully staffed off-site Call Center located within the United States to serve as the primary point of contact for RRHA’s residents, applicants, landlords, vendors, employees, and the general public. The Call Center must operate in compliance with all HUD regulations, RRHA policies, and applicable federal and state laws. A. Call Handling - Answer and manage all incoming calls within three (3) rings. - Route calls to appropriate RRHA departments as necessary. - Provide courteous, professional, and accurate responses to inquiries. - Resolve issues at first contact whenever possible. - Handle maintenance-related calls by creating and assigning work orders in RRHA’s software system. - Provide information regarding waitlist status, program eligibil
