Arkansas customer service representative employment contract template

Arkansas Customer Service Representative Employment Contract

Effective Date: [Date]

Employer: [Company Legal Name], located at [Company Address], [City], Arkansas, [Zip Code]

Employee: [Employee Legal Name], residing at [Employee Address], [City], Arkansas, [Zip Code]

1. Position: Customer Service Representative

• Option A: Full-time
• Option B: Part-time (Specify hours: [Number] per week)

2. Work Hours and Location:

• Option A: Standard Shift: [Start Time] to [End Time], [Days of the Week]
• Option B: Rotating Schedule: [Describe Rotation]
• Option C: Weekend/Evening Coverage: As required by business needs
• Option D: On-site Attendance: [Company Address]
• Option E: Remote Work: Authorized; subject to company policy
• Reporting Structure: Reports to [Manager/Supervisor Name], [Department]

3. Job Duties:

• Handle inbound and outbound customer inquiries by phone, email, or chat.
• Resolve complaints and service requests.
• Document interactions in CRM/ticketing system: [CRM System Name]
• Conduct follow-ups with customers.
• Uphold service benchmarks: [Specific Metrics, e.g., Call Handling Time]
• Adhere to call scripts and procedures.
• Ensure compliance with company and Arkansas-specific data privacy and consumer protection laws (Arkansas Personal Information Protection Act).
• Represent company brand standards.
• Option: Other duties as assigned

4. Qualifications and Training:

• Required: High school diploma or equivalent
• Option A: Industry-specific knowledge: [Specify Industry]
• Option B: Fluency in [Language]
• Option C: Familiarity with company systems: [List Systems]
• Required Training: [List Training, e.g., Customer Service Certification] to be completed within [Number] days of hire.

5. Employment Status and Overtime:

• Employee is a non-exempt, full-time employee under Arkansas and federal law (Fair Labor Standards Act).
• Regular workweek: [Number] hours.
• Overtime eligibility: Overtime is paid at 1.5x the regular hourly rate for hours worked over 40 in a workweek.
• Workweek defined as: [Start Day] to [End Day]
• Option: Meal and Rest Breaks: [Specify Policy; note Arkansas law does not mandate them]
• Time-keeping method: [Specify Method]

6. Compensation:

• Option A: Hourly Wage: [Dollar Amount] per hour.
• Option B: Salary: [Dollar Amount] per year.
• Payment method: [Direct Deposit/Check]
• Pay cycle: [Bi-weekly/Semi-monthly]
• Overtime Calculation: As required by law.
• Option A: Shift Differential: [Specify Amount and Conditions]
• Option B: Customer Satisfaction Bonus: [Specify Terms]
• Option C: Performance Incentive: [Specify Terms]

7. Benefits:

• Health Insurance: Eligibility per company policy.
• Dental Insurance: Eligibility per company policy.
• Vision Insurance: Eligibility per company policy.
• Retirement Plan: Eligibility per company policy.
• Paid Time Off (PTO): [Number] days per year, per company policy.
• Option A: Paid Sick Leave: [Number] days per year, per company policy.
• Option B: Unpaid sick leave as allowed by law.
• Family/Medical Leave: Eligibility per FMLA.
• Holiday Schedule: [List Holidays]
• Option A: Bereavement Leave: Per company policy.
• Option B: Jury Duty Leave: Per company policy.
• Option C: Training/Professional Development: Eligibility per company policy.

8. Workplace Safety:

• Compliance with Arkansas and federal OSHA requirements.
• Procedure for reporting injuries: Report to [Manager/HR] immediately.
• Emergency protocols: [Describe Protocols]
• Protocols for customer threats/violence: [Describe Protocols]

9. Employee Conduct and Appearance:

• Workplace attire: [Specify Dress Code]
• Language and tone: Professional and respectful.
• Adherence to scripts and regulations.
• Punctuality and attendance: [Specify Policy]; Arkansas-specific documentation of absences required.
• Escalation procedures: [Describe Procedures]

10. Confidentiality:

• Compliance with Arkansas Personal Information Protection Act.
• Restrictions on accessing/sharing customer data.
• [Company-Specific Confidentiality Requirements]

11. Anti-Discrimination and Harassment:

• Compliance with anti-discrimination, anti-harassment, and equal employment opportunity policies (race, color, religion, sex, national origin, disability, age, genetic information, etc.).
• Reporting procedures: Report to HR or the Arkansas Department of Labor.

12. Use of Technology and Systems:

• Permitted and prohibited uses of telephones, computers, CRM software.
• Monitoring and recording of calls: Subject to Arkansas one-party consent law; employee acknowledges calls may be monitored/recorded.
• Data input standards.
• Guidelines for personal mobile device use: [Specify Policy]

13. Remote Work Policy (If Applicable):

• Call coverage expectations.
• System security: VPN or company-approved platforms required.
• Home office setup: [Specify Requirements, e.g., Internet Speed]
• Expense reimbursement: Consistent with Arkansas law.

14. Intellectual Property and Customer Relationships:

• All customer data, call recordings, scripts are the property of the Employer.
• Prohibition on unauthorized use or disclosure.

15. Non-Solicitation and Non-Disclosure:

• Non-solicitation of customers for [Number] months following termination.
• Non-disclosure of confidential information (customer lists, proprietary information).
• Geographic Scope: [Specify Area]. Restriction considered reasonable.

16. At-Will Employment:

• Employment is at-will; either party may terminate the relationship at any time, with or without cause or notice (unless company policy states otherwise).
• Voluntary Resignation: [Number] days' written notice required.
• Involuntary Termination: Subject to company policy.
• Final wages: Paid by the next regular payday per Arkansas law.

17. Separation:

• Return of company property.
• Account deactivation.
• Deletion of sensitive information.

18. Unemployment Insurance/COBRA:

• Arkansas unemployment insurance eligibility.
• COBRA or applicable health insurance continuation rights.

19. Dispute Resolution:

• Governed by Arkansas and federal law.
• Venue: Courts or arbitration in [City], Arkansas.
• Encourage informal resolution and mediation.
• Arbitration: [Specify Details, if applicable and compliant with Arkansas law].

20. Miscellaneous:

• Severability: If any provision is held invalid, the remaining provisions remain in effect.
• Entire Agreement: This is the entire agreement between the parties.
• Amendment: Must be in writing and signed by both parties.
• Governing Law: Arkansas

Signed:

• _______________________________ (Employer Representative) Date: [Date]
• _______________________________ ([Employee Legal Name]) Date: [Date]