Customer Care Call Center Service Partner

Background
The Cleveland Metropolitan School District (CMSD) is one of Ohio’s largest urban school systems, serving approximately 34,000 students across 63 instructional sites. The district is committed to delivering an exceptional educational experience for students and families, with high-quality customer service being central to this mission.

The Customer Experience Department leads efforts to enhance communication systems and improve overall customer experience, aiming to exceed expectations for every caller and visitor interacting with CMSD schools or offices. Through RFP-21439, CMSD seeks a call center partner to elevate customer service delivery and support its Communicate with H.E.A.R.T.™ model.

Work Details
The selected vendor will staff and operate a customer service call center that handles calls from families, employees, and community members. Key responsibilities include:
- Providing knowledgeable customer service agents who can manage an average of 5,000 calls per month, with peaks reaching 12,000 calls during busy periods (July, August, January).
- Agents will work onsite from 7 a.m. to 5 p.m., Monday through Friday (excluding holidays), with flexibility for remote work arrangements.
- Responsibilities include answering calls, transferring them to appropriate departments, engaging customers, recording details of interactions, executing telephony functions, providing solutions to inquiries, maintaining professional customer relationships, and creating documentation as needed.
- The vendor must also accommodate changes in service requirements without needing contract modifications unless additional manpower is required.

Period of Performance
The contract will commence on July 1, 2026, and remain in effect through June 30, 2029. There are options for two additional one-year renewals based on mutual agreement and satisfactory performance.

Place of Performance
The services will be performed at the Cleveland Metropolitan School District's administration buildings in Cleveland, Ohio.

Bidder Requirements
Bidders must comply with all applicable laws and regulations set forth by the Board of Education of CMSD and provide evidence of insurance coverage including Commercial General Liability ($1 million), Automobile Liability ($1 million), and Workers' Compensation as required by law. Background checks are mandatory for all staff working onsite or remotely. Vendors must also demonstrate experience in providing similar services to organizations of comparable scale.