Customer Care Call Center Service Partner

The Cleveland Metropolitan School District is seeking a call center partner to provide customer care services. The ideal vendor will serve as an extension of the district's internal teams, offering flexible staffing, overflow support, and the ability to scale quickly without compromising quality. The call center will operate Monday through Friday, 7:00 a.m. to 5:00 p.m., and will handle approximately 5,000 calls per month, with peak months reaching up to 12,000 calls. The vendor will be required to provide knowledgeable and experienced staff, technical training, and reporting against service level agreements. Key responsibilities of the call center include: • Providing contact point for employees and constituents • Transferring calls to appropriate departments • Engaging customers and recording details • Executing Onflo/Let's Talk End User, Recorder Functions, and Telephony Functions • Serving as Onflo/Let's Talk End User on assigned topics/teams and special projects • Offering solutions to customer issues/inquiries to prevent delay of resolution • Providing a high level of customer service to the user population • Establishing and maintaining a sound customer relationship between the district and its constituents • Providing how-to documentation to employees as needed • Performing other duties as assigned