Alaska customer service representative employment contract template

Alaska Customer Service Representative Employment Contract

This Full-Time Customer Service Representative Employment Agreement (the “Agreement”) is made and effective as of [Effective Date] by and between [Employer Name], located at [Employer Address], and [Employee Name], residing at [Employee Address].

1. Position

• The Employer hires the Employee as a Full-Time Customer Service Representative.
• Job Duties:
  • Communicating with customers via phone, email, and in-person.
  • Handling customer complaints.
  • Resolving billing, account, technical, or service-related issues.
  • Logging interactions in customer management systems.
  • Following scripts and escalation protocols.
  • Gathering customer feedback.
  • Completing required documentation and reporting.
  • Complying with company-specific customer service standards and departmental SOPs.

2. Qualifications

• Required:
  • Excellent communication skills.
  • Computer literacy.
  • Experience with CRM tools.
  • Knowledge of company products/services.
  • [Option A]: Valid driver's license and proof of insurance.
  • [Option B]: High school diploma or equivalent.
• Preferred:
  • [Option A]: Multilingual abilities relevant to Alaska's population ([Specify Languages]).
  • [Option B]: Previous customer service experience.

3. Work Location

• [Option A]: Onsite at [Work Address].
• [Option B]: Remote.
  • Employee must maintain a secure workspace that complies with company data security standards.
  • Employer [Will/Will Not] reimburse for internet/phone costs up to [Dollar Amount] per month.
  • Employee is responsible for maintaining adequate technology access.
• [Option C]: Hybrid.

4. Work Hours

• The Employee's standard work hours are [Number] hours per week, typically from [Start Time] to [End Time], [Days of the Week].
• [Option A]: Flexible scheduling may be available.
• Overtime will be paid in accordance with Alaska Stat. § 23.10.060, at a rate of one and one-half times the regular rate of pay for hours worked over 8 in a day or 40 in a week.
• [Option B]: Overtime must be pre-approved by [Supervisor Title].
• Meal and rest breaks will be provided as required by Alaska law: At least a 30-minute unpaid meal period after 6 hours of work.

5. Compensation

• [Option A]: The Employee's wage is [Dollar Amount] per hour.
• [Option B]: The Employee's annual salary is [Dollar Amount].
• Payment will be made [Biweekly/Semi-Monthly] via [Direct Deposit/Check].
• Eligibility for overtime pay: [Yes/No].
• [Option A]: Differential pay for evenings/weekends: [Specify Amount and Conditions].
• [Option B]: Incentive/Bonus plan: [Specify Details, including metrics for achievement].

6. Benefits

• Health insurance: [Coverage Details, Carrier].
• Vision insurance: [Coverage Details, Carrier].
• Dental insurance: [Coverage Details, Carrier].
• Paid sick leave: [Accrual Rate, Maximum Amount].
• Paid vacation leave: [Accrual Rate, Maximum Amount].
• Statutory paid holidays: Include Seward's Day, Alaska Day, Indigenous Peoples' Day.
• Family/Medical leave: Subject to FMLA and Alaska law.
• Short-term disability: [Coverage Details].
• Long-term disability: [Coverage Details].
• Life insurance: [Coverage Amount].
• Employee assistance program: [Details].
• Mental health resources: [Details].
• [Option A]: Transportation allowance: [Dollar Amount].
• [Option B]: Ergonomic equipment reimbursement (remote): [Dollar Amount].
• [Option C]: Cost-of-living differential: [Specify Details].

7. Probationary Period & Performance

• The Employee's probationary period is [Number] days/months.
• Performance will be evaluated based on the following metrics: [List Metrics, e.g., Customer Satisfaction Scores, Call Handling Time, Resolution Rate].
• Feedback and review frequency: [Frequency, e.g., Monthly, Quarterly].
• Criteria for commendation, written warning, or termination: [Specify Criteria].

8. Customer Confidentiality

• The Employee will have access to sensitive customer data and must handle it according to federal and Alaska privacy laws (including HIPAA if applicable) and company data security standards.
• The Employee must not disclose sensitive customer, operational, or competitive information.
• The Employee is prohibited from using or disclosing information for personal gain.

9. Workplace Behavior

• The Employee must maintain professional and respectful conduct at all times.
• Discrimination, harassment, verbal abuse, retaliation, or bias based on protected categories under Alaska Human Rights law (including sexual orientation, gender identity, marital status, and military service) is strictly prohibited.
• [Option A]: Uniform/Dress code: [Specify Details].

10. Post-Termination Restrictions

• This agreement [Does Not Contain/Contains] a non-compete clause. Any post-termination limitations (such as nonsolicitation or non-disclosure) must be reasonable and fully compliant with Alaska law. If included, specify details here: [Specify Details].

11. At-Will Employment

• Employment is at-will, meaning either party may terminate the employment relationship at any time, with or without cause, subject to the notice requirements below.
• Resignation and Termination:
  • Voluntary resignation: Employee must provide [Number] days' written notice.
  • Employer-initiated termination: [Number] days' written notice (where required by company policy).
  • Final paycheck will be provided within 3 working days of termination if initiated by the employer, or on the next regular payday if initiated by the employee, as per Alaska law.
  • Severance provisions: [Specify Details, if any].

12. Property and Equipment

• The Employer will provide the Employee with the necessary equipment to perform their job duties, including [List Equipment, e.g., Computer, Phone, Headset].
• The Employee is responsible for the care and return of all company property upon termination of employment.

13. Safety Provisions

• The Employee must comply with all Alaska Occupational Safety and Health (AKOSH) laws.
• The Employee must follow all company emergency/evacuation procedures.
• The Employee must adhere to all infectious disease protocols.

14. Dispute Resolution

• Any disputes arising out of or relating to this Agreement shall be resolved through:
  • Internal complaint review.
  • [Option A]: Mediation.
  • [Option B]: Arbitration.
  • Governing law: Alaska law.
  • Exclusive jurisdiction: Alaska.

15. Equal Opportunity

• The Employer is an equal opportunity employer and complies with all Alaska and federal laws regarding anti-discrimination, harassment prevention, and accessibility accommodations for disabilities.
• [Option A]: For remote roles, the Employer will provide ergonomic and accessibility support as needed.

16. Amendments

• Any revisions or waivers to this Agreement must be in writing and signed by both parties.

17. Entire Agreement

• This Agreement constitutes the entire agreement between the parties and supersedes any prior agreements or understandings, whether written or oral.

18. Acknowledgement

• Employee acknowledges receipt of the Alaska Employee Information Notice.

Employee Signature: _________________________ Date: _______________

Employer Signature: _________________________ Date: _______________