Georgia customer service representative employment contract template

Georgia Customer Service Representative Employment Agreement

This Georgia Customer Service Representative Employment Agreement ("Agreement") is made and effective as of [Effective Date], by and between:

• [Company Registered Business Name], a company registered in Georgia, with its principal place of business at [Company Georgia Address] ("Employer"), and
• [Employee Full Legal Name], residing at [Employee Georgia Address] ("Employee").

1. Position

1.1 Position Title: Customer Service Representative

1.2 Job Description: Employee will perform the duties of a Customer Service Representative, including, but not limited to:

• Answering inbound customer calls and emails.
• Managing customer inquiries and complaints.
• Providing accurate information on products/services.
• Resolving customer issues according to company policy.
• Using company CRM software (e.g., [CRM Software Name]) and call center software (e.g., [Call Center Software Name]).
• Maintaining detailed call/email/chat logs.
• Escalating unresolved problems per escalation protocol.
• Handling sensitive customer data in compliance with relevant privacy standards and company policies, including Georgia and federal privacy laws.
• Other duties as assigned.

1.3 Customer Interaction Methods:

• Option A: Primarily voice interactions.
• Option B: Primarily email interactions.
• Option C: Primarily live chat interactions.
• Option D: A combination of voice, email, and live chat interactions.

1.4 Service Hours: Georgia-based service hours are [Start Time] to [End Time] Eastern Time, [Days of the Week]. Coverage of Georgia public holidays may be required.

2. Reporting Structure

2.1 Reporting Manager:

• Option A: Employee will report directly to the Customer Service Manager.
• Option B: Employee will report directly to the [Title] based in Georgia.

3. Performance Expectations

3.1 Key Performance Indicators (KPIs): Employee's performance will be evaluated based on the following KPIs:

• Response time (e.g., average speed of answer).
• Call resolution rates (e.g., first call resolution).
• Quality scores (e.g., call monitoring scores).
• Customer satisfaction benchmarks (e.g., Net Promoter Score).
• [Add Other Relevant KPIs]

4. Work Location

4.1 Physical Work Location:

• Option A: Employer's Georgia corporate office located at [Company Georgia Address]. In-person attendance is required.
• Option B: Fully remote work from Employee's Georgia residence.
• Option C: Hybrid work schedule, with [Number] days per week at the Georgia corporate office located at [Company Georgia Address].

4.2 Remote Work Infrastructure (If Applicable): Employer will provide:

• A secure phone line.
• A company computer with necessary security protocols.
• [Dollar Amount] monthly internet stipend.

4.3 Data Protection Obligations: Employee must adhere to strict data protection policies concerning customer information, including compliance with Georgia and federal privacy laws.

5. Employment Status and Hours

5.1 Employment Status: Full-time.

5.2 Standard Hours:

• Option A: 40-hour work week, Monday through Friday, [Start Time] to [End Time].
• Option B: 40-hour work week with rotating shifts. Specific shift schedule will be provided separately.
• Option C: 40-hour work week with weekend and/or evening work requirements as needed.

5.3 Meal/Rest Breaks: Consistent with the federal Fair Labor Standards Act (FLSA), Employee is entitled to a [Number]-minute meal break and [Number]-minute rest breaks as per company policy. The Employer's policy for break management and timekeeping is [Describe policy].

6. Compensation

6.1 Wage:

• Option A: [Dollar Amount] per hour.
• Option B: [Dollar Amount] per year.

6.2 Overtime: Employee will be paid overtime at a rate of one and one-half times their regular hourly rate for all hours worked over 40 in a workweek, as required by the FLSA.

6.3 Pay Frequency: [Frequency, e.g., Bi-weekly].

6.4 Payment Method: [Method, e.g., Direct deposit].

6.5 Shift Differentials/Premiums: [Specify if applicable, e.g., a shift differential of $X per hour for hours worked between Y PM and Z AM].

6.6 Performance Bonuses/Incentives: [Describe bonus structure, e.g., eligibility for quarterly bonuses based on achievement of KPIs].

7. Benefits

7.1 Health Insurance: Eligibility for health insurance coverage, subject to the terms and conditions of the Employer's health insurance plan. [Specify cost-sharing details, e.g., Employer pays X% of premium].

7.2 Dental and Vision Insurance: Eligibility for dental and vision insurance coverage, subject to the terms and conditions of the Employer's plans. [Specify cost-sharing details].

7.3 Life Insurance: [Specify if offered and coverage amount].

7.4 401(k) or Retirement Plan: [Specify if offered and employer contribution details].

7.5 Paid Time Off (PTO): Employee will accrue PTO at a rate of [Number] days per year, which can be used for vacation, sick leave, and personal leave.

7.6 Georgia Public Holidays: Employee is entitled to [Number] paid holidays as recognized by the Employer and the State of Georgia.

7.7 Leave of Absence: Subject to applicable laws, including the Family and Medical Leave Act (FMLA), Employee may be eligible for leaves of absence as outlined in the Employer's leave of absence policy.

7.8 Employee Assistance Program (EAP): [Specify if offered].

7.9 Training and Tuition Assistance: [Describe any training or tuition assistance programs offered].

8. Onboarding and Training

8.1 Initial Onboarding: Employee will complete a comprehensive onboarding program covering company policies, procedures, and customer service best practices.

8.2 Ongoing Training: Employee will participate in ongoing training sessions, including mandatory completion of Georgia-specific consumer protection, anti-harassment, and diversity trainings.

8.3 Refresher Training: Regular refresher training on call handling and complaint resolution will be provided.

9. Confidentiality and Proprietary Information

9.1 Confidentiality: Employee acknowledges that they will have access to confidential customer data and agrees to maintain the confidentiality of such information.

9.2 Data Protection: Employee agrees to comply with all applicable federal and Georgia-specific data protection, consumer privacy, and cybersecurity requirements.

9.3 Use of Company Systems: Employee agrees to use company systems only for authorized business purposes.

9.4 Recording Calls: Employee acknowledges that recording calls without consent is prohibited, even though Georgia is a one-party consent state. Employer policy is [Specify stricter policy, e.g., no recording without explicit consent from all parties].

9.5 Secure Disposal: Employee agrees to securely dispose of any written notes, call logs, and digital artifacts upon termination of employment.

10. Non-Solicitation and Non-Disclosure

10.1 Non-Solicitation: [Carefully consider enforceability under Georgia Restrictive Covenants Act. Specify restrictions on soliciting customers or employees, if any, and ensure they are narrowly tailored and justified by legitimate business interests.]

10.2 Non-Disclosure: Employee agrees not to disclose any confidential or proprietary information of the Employer to any third party, during or after the term of employment.

11. Code of Conduct

11.1 Professionalism: Employee is expected to maintain a professional demeanor in all interactions with customers and colleagues.

11.2 Language: Employee shall use appropriate and professional language in all communications.

11.3 Dress Code: [Specify dress code requirements if applicable, particularly for in-office or video interactions].

11.4 Punctuality and Attendance: Employee is expected to be punctual and maintain good attendance.

11.5 Protection of Company Reputation: Employee shall protect the company's reputation in all interactions with the public.

11.6 Anti-Abuse Policies: Employee will adhere to the Employer’s anti-abuse policies.

12. Compliance with Laws

12.1 Equal Employment Opportunity: The Employer is an equal opportunity employer and complies with all applicable laws, including Georgia's Equal Employment for Persons with Disabilities Code (O.C.G.A. § 34-6A), federal and Georgia anti-discrimination laws.

12.2 Harassment-Free Workplace: The Employer is committed to maintaining a harassment-free workplace.

12.3 Whistleblower Protections: Employee is protected by applicable whistleblower laws.

13. Employment At-Will

13.1 At-Will Employment: Employee's employment is at-will, meaning that either the Employee or the Employer may terminate the employment relationship at any time, with or without cause or notice, subject to the terms outlined in this agreement.

13.2 Voluntary Resignation: Employee agrees to provide [Number] weeks' written notice of resignation.

13.3 Involuntary Termination: Employer may terminate employment with or without cause.

13.4 Final Pay: Upon termination, Employee will receive final pay in accordance with Georgia law.

13.5 Benefits Continuation: Information regarding benefits continuation will be provided upon termination.

13.6 Return of Company Property: Employee agrees to return all company property upon termination of employment.

14. Progressive Discipline and Performance Improvement

14.1 Progressive Discipline: The Employer may utilize a progressive discipline process, which may include verbal warnings, written warnings, and suspension, prior to termination.

14.2 Performance Improvement Plan (PIP): Employee may be placed on a Performance Improvement Plan (PIP) if performance does not meet expectations.

15. Dispute Resolution

15.1 Internal Complaint Process: Employee is encouraged to utilize the Employer's internal complaint process to resolve any workplace issues.

15.2 Mediation/Arbitration: [Specify mediation or arbitration rules, if any, and confirm Georgia law and jurisdiction apply].

15.3 Limitation on Claims: All claims must be brought within the time limits prescribed by Georgia statutes.

16. Workers' Compensation and Safety

16.1 Workers' Compensation: Employee is covered by workers' compensation insurance per Georgia law.

16.2 OSHA and Safety Requirements: Employer complies with all applicable OSHA and state safety requirements, including ergonomics and workstation safety.

17. Code of Ethics

17.1 Ethical Conduct: Employee agrees to conduct business ethically and in compliance with all applicable laws, including the Georgia Fair Business Practices Act, if applicable.

18. Intellectual Property

18.1 Ownership: All training materials, scripts, FAQs, or customer resources created by Employee shall remain the property of the Employer.

19. Acknowledgement of Policies

19.1 Company Policies: Employee acknowledges receipt of and agrees to comply with all company policies and employee handbooks, including customer privacy, social media, remote work, and performance review processes.

19.2 Additional Agreements: Employee agrees to sign any additional Georgia or customer service-specific agreements as required (e.g., HIPAA Business Associate Agreement if handling health information).

20. Adjustment Clause

20.1 Policy Updates: Employer reserves the right to update policies and benefits in compliance with changes in Georgia law or company operations.

21. Acknowledgment and Signature

I have read, understand, and agree to the terms and conditions of this Georgia Customer Service Representative Employment Agreement. I understand that this is a legally binding agreement. I understand that if I have any questions, I can contact the HR or Legal Department at [Phone Number] or [Email Address].

____________________________
Employee Signature

____________________________
Printed Name

Date: _______________________

____________________________
Employer Representative Signature

____________________________
Printed Name/Title

Date: _______________________