Call Center Support

The City of Homestead is issuing this Request for Proposals (RFP) to obtain qualified and experienced call center solutions for customer service support of utility routine and outage/emergency calls. The functions that are required, include but are not limited to hosting multi-level auto attendant menu, dispatching of field personnel, restoration of service outbound calls, verification of after-hours payment, activation of AMI meters and creation of work orders to reconnect service. Response to different types of customer service inquiries such as, start, stop, and move process of utility services, billing inquiries and other City programs. Services fluent in English, Spanish, and Creole are required. Training and reporting are also necessary. Proposers shall be well versed in all aspects of FEMA documentation, reimbursement and project management. The guidelines under 2 CFR 200, Title 23, and 23 CFR shall apply to this contract in order to be eligible for reimbursement under the Public Assistance Program. Proposers shall comply with all applicable FEMA requirements. In compliance with 2 C.F.R. § 200.321 the City shall take all necessary affirmative steps to ensure that small and minority businesses, women’s business enterprise and labor surplus area firms are used when possible.