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to the Fleet Managers. It is the goal of PFS to ensure that the Fleet Managers have the necessary <br />data to manage their fleets. PFS Account Managers, at a minimum, return phone calls within two <br />business hours and return emails within 24 business hours. WEX Premium Fleet Services Account <br />Managers are dedicated to a balanced portfolio of strategic clients. Capacity is closely managed <br />to ensure a superior customer experience for each client. <br />Your PFS and Strategic relationship manager will assist facilitating requests and needs that come <br />up throughout the life of the contract. In addition to these two roles, WEX has host of support <br />department the Relationship Management Team will lean on to support your State through the <br />life of the contract. Below is an outline of that support structure: <br />------- --- CUSTOMER <br />I t � <br />IRELATIONSHIPt ACCOUNTMANAGER <br />MANAGER <br />� <br />I <br />I t <br />I 1 1 h 1 T <br />3.;srw'`Q�Y"t <br />t. <br />I 'IMPLEMENTATION <br />1. <br />if, r f I t <br />8.12 Contractor must provide a designated customer service team familiar with all aspects of Category <br />2 of the Commercial Cards Solutions Master Agreement and the Participating State's <br />Participating Addendum in order to provide consistent, relevant, and effective front-line <br />customer service via phone or on-line, 24/7/365. The designated customer service team may <br />provide service to multiple states as long as customer service level meets each Participating <br />States' requirements. <br />In addition to the Relationship Management team described in 8.10 and 8.11, WEX also provides <br />an award winning, 24/7/365, toll -free customer service department to assist with after-hours <br />needs, reporting lost or stolen cards, assistance in processing transactions, cardholder assistance, <br />general accounts information, reporting fraud, invoice questions, authorization questions or help, <br />out -of -network transaction authorizations and many more specific needs or questions a customer <br />may have. <br />Roles within WEX Customer Service Call Center include: <br />Customer Service Help Desk is available to support service representatives with calls that require, <br />immediate help, additional research or specialized knowledge to fleet manager, system users, <br />drivers and merchants. The goal into resolve issues in one call and provide an immediate response <br />to the customer. <br />MASTER AGREEMENT No. 00819 - FLEET CARD SERVICES PAGE 113 OF 138 <br />