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Exhibit A— SCOPE OF WORK <br />1. Provide customer service assistance via telephone, email, letter, or at the counter regarding <br />garbage and recyTcling accounts, services, rates structures, and payTments. <br />2. Research and respond to customer service complaints and/or billing questions in relation to <br />garbage, recycling, sewer, and stormwater services. <br />3. Receive, process and document customer inquiries for garbage and recyTcling, sewer, and <br />stoYmwateY payments/fees. <br />4. Establish and maintain customeY accounts; monitoY and ensuYe the accuYacyr of account <br />information on a continuing basis. <br />5. Process and document Temporary Stop In Service requests (customers requesting over a 6- <br />month period shall be referred to the Cit�T (Environmental Services), for review and <br />approval/denial. <br />6. Manage initial complaints from customers calling to report missed service, cart damage, cart <br />size changes, or other associated issues. <br />7. Process and document an�� Door Side Service forms submitted (those clairniug a marginal <br />justification shall be YefeYYed to the City (Environmental Services), for review and <br />approval/denial. <br />8. Check to ensure that appropriate changes were made to resolve customers' problems. <br />9. Contact customeYs to Yespond to inquiries or to notify them of any planned adjustments. <br />10. Resolve customers' service or billing complaints byT performing activities such as crediting <br />account, refunding moneyT, or adjusting bills. <br />11. Obtain and examine all relevant information to assess validit�T of complaints and to <br />determine possible causes, such as extreme `veather conditions that could increase utilityT <br />bills. <br />12. Keep records of customer interactions or transactions, recording details of inquiries, <br />complaints, or comments, as well as actions taken. <br />13. Send monthly billing logs and monthly invoices to the City (Finance Dept). <br />COER — ERMU. Customer Service and Billing Services MOU 2023-2026 <br />4�I�� �. <br />