The awarded Bidder will provide reliable operations and uninterrupted inbound and outbound phone support for calls between 8am-5pm, Monday through Friday, excluding State of Maine Holidays. System availability must be at least 99% of the time during these hours, and the awarded Bidder will identify the Recovery Time Objective for any system down time. Customer Service Agents will provide courteous, empathetic, and professional customer service and the ability to demonstrate knowledge of the PFML program, contribution collections online system and processes, and employer obligations around contributions and private plan applications. Customer Service Agents will respond to inbound calls to assist with the employer and third-party administrator registration process and navigation of the online system, contribution obligations of employers, password resets, general questions and the use of the contributions portal (currently in development). The Department will specify and give the awarded Bidder the appropriate escalation protocols. Customer Service Agents will log all customer interactions in the PFML’s Customer Relations Management database to enable reporting as prescribed by Department processes which are in development and will be provided to the awarded Bidder prior to launch. The awarded Bidder will provide ongoing training on customer service skills, Department program parameters, and the use of all technology tools Agents need to deliver professional support...
