Connecticut customer service representative employment contract template

Connecticut Customer Service Representative Employment Agreement

This is a full-time Customer Service Representative Employment Agreement effective as of [Effective Date].

This Agreement is between:

• [Employer Full Legal Name], located at [Employer Address], hereinafter referred to as "Employer,"
• and
• [Employee Full Legal Name], residing at [Employee Address], hereinafter referred to as "Employee."

1. Position

• Customer Service Representative
• Job Description: The Employee will perform the duties of a Customer Service Representative, which includes, but is not limited to:
  • Handling customer inquiries via phone, email, and online chat.
  • Resolving customer complaints and issues.
  • Managing customer accounts and updating client documentation.
  • Escalating complex issues to appropriate personnel.
  • Providing product or service-specific information to customers.
  • Complying with data privacy protocols.
  • Ensuring accuracy in all communications with customers.
  • Other duties as assigned.
• Required Skills:
  • Proficiency in CRM systems.
  • Clear verbal and written communication skills.
  • Empathetic problem-solving abilities.
  • De-escalation techniques.
  • Professionalism in public-facing roles.
  • Familiarity with Connecticut-specific consumer protections.

2. Work Schedule

• Full-time, minimum 35 hours per week as per Connecticut standards.
• Options:
  • Option A: Standard Monday-Friday schedule, [Start Time] to [End Time].
  • Option B: Shift work, including evenings and weekends. Schedule to be provided [Frequency, e.g., weekly, bi-weekly].
  • Option C: Rotational schedule: [Describe rotation].
• Rest and Meal Breaks: The Employee is entitled to rest and meal breaks in accordance with Connecticut wage and hour laws. [Specify break schedule, e.g., one 30-minute unpaid meal break and two 15-minute paid rest breaks].
• Remote Work:
  • Option A: On-site work at [Employer's Connecticut Location].
  • Option B: Remote work, subject to pre-approval and the Employer’s remote work policy.
    • Employer-provided technology: [List provided equipment].
    • Reimbursement for home office expenses: [Specify reimbursement policy, if any].

3. Compensation

• Pay Structure:
  • Option A: Hourly rate of [Hourly Rate] per hour, in compliance with Connecticut minimum wage law (subject to annual adjustments).
  • Option B: Salaried at [Annual Salary] per year.
• Payment Frequency:
  • Option A: Weekly.
  • Option B: Bi-weekly.
• Overtime Pay: The Employee will be paid overtime at 1.5 times their regular rate for hours worked over 40 in a workweek, as mandated by Connecticut state law.
• Tracked vs. Untracked Time: [Define which activities are tracked and untracked for payroll purposes].
• Bonuses and Incentives:
  • Option A: Eligible for performance-based bonuses as outlined in the Employer’s bonus plan. [Describe bonus plan].
  • Option B: Eligible for attendance-based bonuses as outlined in the Employer’s attendance policy. [Describe attendance bonus policy].
  • Option C: Eligible for sales or customer satisfaction incentives as outlined in [Incentive policy document].

4. Benefits

• Statutory and Employer-Provided Benefits:
  • Health Insurance: [Describe health insurance plan and eligibility].
  • Dental Insurance: [Describe dental insurance plan and eligibility].
  • Vision Insurance: [Describe vision insurance plan and eligibility].
  • Paid Vacation: Accrual of vacation time per Employer’s policy. [Link to vacation policy or describe accrual rate].
  • Paid Sick Leave: Accrual of sick leave per Connecticut Paid Sick Leave Act. [Describe accrual rate].
  • Paid Family and Medical Leave: Participation in the Connecticut Paid Leave program.
  • Paid Holidays: [List paid holidays].
  • Unemployment Insurance: Coverage under Connecticut unemployment insurance statutes.
  • Workers' Compensation: Coverage under Connecticut workers' compensation statutes.
  • Retirement Plan: [Describe retirement plan and eligibility, e.g., 401(k) with employer match].
  • Educational Support/Training: [Describe educational support or training opportunities, including CT-specific customer service or compliance training].
  • Language Skill Training: [Describe language skill training for frequently used languages in Connecticut, if applicable].

5. Reporting Relationship and Performance

• Reporting Relationship: The Employee will report to [Immediate Supervisor Name and Title].
• Performance Metrics: The Employee’s performance will be evaluated based on metrics such as:
  • Call resolution time.
  • Customer satisfaction scores.
  • Call monitoring results.
• Feedback Intervals: Performance feedback will be provided [Frequency, e.g., quarterly, annually].

6. Workplace Safety

• Connecticut-Compliant Workplace Safety: The Employer is committed to providing a safe and healthy work environment, including:
  • Ergonomic assessments and adjustments.
  • Workplace violence prevention training and policies.
  • Mental health resources.
  • Compliance with COVID-19 and other public health protocols.

7. Non-Discrimination and Equal Opportunity

• Anti-Discrimination and Equal Opportunity: The Employer is an equal opportunity employer and complies with all applicable federal and Connecticut Human Rights laws.
  • Protected Classes: The Employer prohibits discrimination based on race, color, religion, age, sex, national origin, ancestry, marital status, sexual orientation, gender identity or expression, veteran status, disability, or any other legally protected characteristic under federal or Connecticut law.
  • Affirmative Rights: Employees have the right to report discrimination or harassment without fear of retaliation.

8. Confidentiality

• Confidentiality Requirements: The Employee agrees to maintain the confidentiality of sensitive customer data, company practices, scripts, proprietary forms, databases, and other confidential information.
  • Compliance with federal and Connecticut data privacy statutes, including the Connecticut Data Privacy Act.

9. Intellectual Property

• Intellectual Property/Work Product: All form letters, scripts, training documents, and other original work produced by the Employee during their employment are the property of the Employer.

10. Use of Company Resources

• Use of Company Resources:
  • Expectations and limitations for the use of company-provided devices, CRM systems, social media, and internal communication tools.
  • Records retention policies.
  • Rules regarding personal device usage in customer-facing interactions.

11. Incident Reporting

• Reporting Procedures: The Employee must immediately report any workplace incidents, customer threats, or suspected fraudulent activities.

12. Connecticut-Specific Provisions

• Connecticut-Specific Provisions:
  • Background Checks: [State background check policy, if applicable].
  • Consumer Credit History: [State use of consumer credit history policy, if applicable, and compliant with CT law].
  • Wage Disclosure: The Employee has the right to request wage information from the Employer.
  • Electronic Monitoring: [Disclose electronic monitoring of employee communications, if applicable, as required by Connecticut General Statutes].

13. Termination

• Termination Procedures:
  • Employment At-Will: Employment is at-will, as permitted by Connecticut law.
  • Notice Period: [Specify notice period, if any, required for termination by either party].
  • Grounds for Immediate Dismissal: Gross misconduct, data breach, or other serious violations of company policy may result in immediate dismissal.
  • Final Compensation: Final compensation will be paid in accordance with Connecticut final wage payment rules.
  • Return of Property: The Employee must return all proprietary materials upon termination.
  • COBRA and Continuation of Benefits: Information regarding COBRA and Connecticut continuation of benefits will be provided upon termination.

14. Layoff and Severance

• Layoff and Severance: [State layoff and severance policy, if any].
• Unemployment Insurance: The Employee is eligible for unemployment insurance benefits per Connecticut statutes.
• Reemployment Services: Notification of eligibility for Connecticut Department of Labor reemployment services will be provided.

15. Non-Competition, Non-Solicitation, and Non-Disparagement

• Non-Competition: The Employer acknowledges Connecticut's restrictive view of non-compete clauses. [State if a non-compete is included, and the specific trade-secret related justification, if applicable. Otherwise, state that no non-compete is included].
• Non-Solicitation: The Employee agrees not to solicit the Employer’s customers or employees for a period of [Number] months following termination of employment.
• Non-Disparagement: The Employee agrees not to disparage the Employer or its products or services.

16. Training

• Mandatory Training: The Employee must participate in training on Connecticut-specific topics such as customer rights, company privacy policies, workplace conduct, and, if relevant, the Connecticut Uniform Trade Secrets Act.

17. Social Media and Public Comment

• Social Media and Public Comment: The Employee must adhere to the Employer’s social media and public comment policies.
  • Prohibition on media contact without authorization.
  • Appropriate representation of the Employer in all official communications.

18. Grievance Procedures

• Internal Grievance Procedures: The Employer has established internal grievance, complaint, and escalation procedures.
  • The Employee has the right to bring issues to the Connecticut Commission on Human Rights and Opportunities.

19. Dispute Resolution

• Dispute Resolution:
  • Governing Law: This Agreement shall be governed by and construed in accordance with the laws of the State of Connecticut.
  • Jurisdiction: Any legal action arising out of or relating to this Agreement shall be brought in the state or federal courts located in Connecticut.
  • Negotiation and Mediation: The parties agree to attempt to resolve any disputes through good faith negotiation and mediation before initiating litigation.

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

[Employer Full Legal Name]

By: [Employer Representative Name]

Title: [Employer Representative Title]

Date: [Date]

[Employee Full Legal Name]

Signature:

Date: [Date]