Hawaii customer service representative employment contract template

Hawaii Customer Service Representative Employment Contract

This Hawaii Customer Service Representative Employment Contract ("Agreement") is made and entered into as of [Date] by and between [Employer Full Legal Name], a [State of Incorporation] corporation with its principal place of business at [Employer Address] ("Employer"), and [Employee Full Legal Name], residing at [Employee Address] ("Employee").

1. Position and Duties

• Job Title: Customer Service Representative
• Responsibilities:
  • Option A: Responding to inbound customer inquiries via phone, email, and chat.
  • Option B: Handling customer complaints and disputes to resolution.
  • Option C: Managing customer records accurately and efficiently within the CRM system.
  • Option D: Processing customer orders, returns, and exchanges.
  • Option E: Escalating technical or support issues to appropriate departments.
  • Option F: Following scripted responses for regulated disclosures as required.
  • Option G: Utilizing designated customer relationship management (CRM) systems and telecommunications tools as instructed.

2. Language Requirements

• Option A: Fluency in English is required.
• Option B: Proficiency in Hawaiian Pidgin is preferred.
• Option C: Fluency in [Specify Language] is required.

3. Professional Conduct & Expectations

• Option A: Adherence to employer's code of conduct and communication etiquette.
• Option B: Meeting mandatory call quality standards as defined by Employer.
• Option C: Maintaining a minimum typing speed of [Number] words per minute.
• Option D: Demonstrating cultural awareness and sensitivity in customer interactions.

4. Work Location

• Option A: Primary work location is [Employer Address in Hawaii].
• Option B: Remote work is permitted, subject to Employer's remote work policy.
  • Employee must maintain a suitable home office environment.
• Option C: Hybrid work model, requiring in-person attendance [Number] days per week.

5. Work Schedule and Hours

• Full-time status: [Number, e.g., 40] hours per week.
• Standard work schedule: [Days of the Week], [Start Time] to [End Time] Hawaii Standard Time.
• Shift scheduling: Subject to Employer's scheduling policies and operational needs.
• Break periods: Employee entitled to breaks in accordance with Hawaii state law.
• Overtime: Overtime pay at 1.5x regular rate for hours worked over 40 in a workweek, as per Hawaii law.
  • Option A: Overtime requires prior written approval from supervisor.
  • Option B: Premium pay for night/weekend/holiday shifts may apply.

6. Compensation and Benefits

• Hourly Wage/Salary: [Dollar Amount] per [Hour/Year].
• Payment Frequency: [e.g., Bi-weekly] via [e.g., Direct Deposit].
• Option A: Overtime paid at 1.5x regular rate as required by Hawaii labor laws.
• Option B: Performance bonuses may be awarded based on achievement of targets.
• Benefits Package:
  • Health Insurance: Provided in compliance with Hawaii Prepaid Health Care Act.
  • Dental Insurance: Provided.
  • Vision Insurance: Provided.
  • Paid Sick Leave: Accrued in accordance with Hawaii state law.
  • Vacation/Paid Time Off: [Number] days per year.
  • Paid Holidays: Includes Prince Kuhio Day and King Kamehameha Day.
  • Option A: 401(k) retirement plan with Employer matching [Percentage]% up to [Dollar Amount].
  • Option B: Transportation/Parking Stipend: [Dollar Amount] per month.

7. Confidentiality and Data Privacy

• Employee agrees to maintain strict confidentiality of customer and company information.
• Compliance with all applicable privacy laws, including Hawaii consumer protection laws.
• Non-disclosure obligations survive termination of employment.

8. Anti-Harassment and Anti-Discrimination

• Employer maintains a zero-tolerance policy for harassment and discrimination.
• Complies with Hawaii Revised Statutes and HCRC guidance on protected categories.
• Employee is encouraged to report any instances of harassment or discrimination.

9. Reporting Structure and Performance Reviews

• Employee reports to [Supervisor/Team Lead Title].
• Performance will be reviewed [Frequency, e.g., Annually].
• Performance will be evaluated based on metrics including customer satisfaction, average handle time, and quality assurance scores.

10. Use of Employer Equipment

• Employee is responsible for the proper care and use of employer-provided equipment.
• All company property must be returned upon termination of employment.
• Restrictions on personal device use during work hours may apply.

11. Workplace Health and Safety

• Compliance with Hawaii Occupational Safety & Health (HIOSH) regulations.
• Employee responsible for immediately reporting any injuries sustained on the job.

12. Leave Policies

• Absence notification: Employee must notify supervisor [Timeframe, e.g., One hour] prior to start of shift.
• Medical/Family leave: Employee entitled to leave under Hawaii Family Leave Law.
• Compliance with applicable Hawaii laws for sick leave and other leave benefits.

13. Employment At-Will

• Employment is at-will, meaning either party may terminate the relationship at any time, with or without cause, subject to applicable Hawaii law.
• Resignation: Employee must provide [Number] weeks written notice of resignation.
• Severance Pay: [State Severance Pay Policy or indicate No Severance Pay]
• Final Paycheck: Will be provided in accordance with Hawaii law.

14. Non-Competition and Non-Solicitation

• Non-Compete: [State if a Non-Compete is Required and if so, the Scope]
• Non-Solicitation: Employee agrees not to solicit Employer's customers or employees for a period of [Number] months following termination.

15. Dispute Resolution

• Any disputes arising out of or relating to this Agreement shall be governed by the laws of the State of Hawaii.
• Option A: Disputes will be resolved through mediation prior to any legal action.
• Option B: Binding arbitration in Honolulu, Hawaii.

16. Compliance with Policies

Employee agrees to comply with Employer's code of conduct, social media guidelines, and IT security policies.

17. Workers' Compensation and Unemployment Insurance

• Employee is covered by workers' compensation insurance as required by Hawaii law.
• Employee is eligible for unemployment insurance benefits subject to Hawaii law.

18. Union Representation

Acknowledgement that Customer Service Representatives may be represented by a union in Hawaii.

19. Amendment

This Agreement may be amended only by a written instrument signed by both parties.

20. Entire Agreement

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: [Employee Signature]

Date: [Date]