(1) Vendor needs to provide transit call center customer service. • Operate the Call Center that supports the communications system to assist Transit–Fixed Route and On–Demand clients with any needs related to our service.• The call center will operate 24X7, excluding Thanksgiving and Christmas day.• Answering incoming calls and in–app chats from customers.• Identifying, researching, and responding to customer Transit related needs, questions, and concerns related to Transit services and passes.• Booking, adjusting, or cancelling customer OnDemand trips.• Communicating with Transit contractors to address customer issues.• Troubleshooting and guiding customers through technical issues with ride, Transit App, or OnDemand App.• Documenting and if possible resolving customer issues and complaints.(2) All the questions must be submitted no later than March 11, 2025.
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