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BILLING-1035 - USA (Amesbury, Massachusetts) - Customer Service, Billing and Collection Services - Deadline June 11,2020

Product (RFP/RFQ/RFI/Solicitation/Tender/Bid Etc.) ID: BILLING-1035

Government Authority located in Amesbury, Massachusetts; USA based organization looking for expert vendor for customer service, billing and collection services.

[A] Budget: Looking For Proposal

[B] Scope of Service:

(1) Vendor needs to provide customer service, billing and collection services to the government authority located in Amesbury, MA.
- Call Center:
- Professional full time phone staff trained to assist customers in all facets of the water and sewer billing and collection including, water quality, usage trends, billing issues, payments, rates, high usage review, meter installation, meter installation scheduling, water and sewer permits, property transfers, payment plans, liens, etc, 
- Customer assistance available between the hours of 7:30 am to 5:00 pm  (eastern time zone) Monday through Friday,
- Provide a toll free number, mailing address and email address for customers to direct questions, issues and inquires,
- Provide follow up response to customers within one business day via phone, email or ground mail to customer issue,
- Customer Database: 
- Property and customer records, Audit on all account changes, Tracking of past, current and future (pending) owners, Indexed electronic customer logs tracked by call type (i.e.: water quality, return check, payment arrangement, high usage), Meter inventory and tracking, Water and Sewer permit tracking for new or expanded accounts, Process all appointment work orders in a timely manner and ensure accuracy for billing for meter exchanges as well as new meter sets and seasonal meter installs and removals,
- Quarterly Billing:
- Provide Read files by route in accordance with read schedule and compatible with Itron and Orion read systems over the course of our 6-8 week read cycle,
- High/low or no usage meter reading tracking and resolution by a dedicated billing specialist.  Resolution may include to a call to the customer to notify of high usage/ determine if there is a leak at the property or if no usage calls may be placed to determine if there is an issue with the meter or perhaps the property is vacant,
- Cycle billing of volumetric, minimum charge, fire service, hydrants, and sewer based on metered water usage within 10 days of being provided date from the city,
- Miscellaneous billing for property transfer fees, return check fees, etc,
- Interim billing for property transfers,
- Process seasonal meter work and issue process billings as meters are removed and installed,
- Bills sent to customers must include the following: Vendor (you) contact information, including phone, email and a website, Customer Account number, Location of water and or service, Cycle dates for the bill, Days in the billing cycle, Previous meter read and current meter read, Calculated flow based on meter reads, Indication if meter read is estimated or actual, Previous flow for past two billing cycles, including days in each billing cycle, Previous balance,  Payments and adjustments since last bill, Current charges, including indication of rate per unit of water or sewer and any flat fees as applicable, Balance and due date, Message section that allows the city to communicate with customers about events, changes or issues, Detachable payment stub to be included with payment from customer, A self-addressed return envelope for remittance of payment,
- Account Receivable:
- Daily processing and reconciliation of cash receipts, Online payment option for customers, with a user-friendly interface that can be linked from the city’s website,
- Collections:
- Payment plans – made with customers sometimes with special request to city for waiving of interest in extreme situations,
- Municipal lien process – provide draft file for processing in test system and then final file for LIVE system after any adjusts have been made.
(2) All questions must be submitted no later than June 5, 2020.

[C] Eligibility:

Onshore (USA Organization Only);

[D] Work Performance:

Performance of the work will be Offsite. Vendor needs to carry work in their office location.

Expiry Date : Thursday, 11 June, 2020

Question Answer Deadline : Friday, 5 June, 2020

Category : Billing Services, Call Center and Answering, Debt Collection Services

Country : USA

State : Massachusetts

Cost to Download This RFP Document : $ 5

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