Indiana customer service representative employment contract template

Indiana Customer Service Representative Employment Agreement

This Indiana Customer Service Representative Employment Agreement ("Agreement") is made and effective as of [Date], by and between [Company Name], a [State] [Entity Type] with its principal place of business at [Company Address] ("Employer"), and [Employee Name], residing at [Employee Address] ("Employee").

1. Position and Job Description

The Employer hereby employs the Employee as a full-time Customer Service Representative.

Option A: The Employee's primary responsibilities include, but are not limited to:

• Managing inbound and outbound communications via phone, email, chat, and social media.
• Maintaining accurate customer records in the Employer's CRM system.
• Addressing customer inquiries, resolving complaints, and processing orders.
• Providing product/service information tailored to the Employer's offerings.
• Following call scripts and adhering to established communication protocols.
• Escalating complex issues to the appropriate personnel per company guidelines.

Option B: See attached Job Description (Exhibit A) for a detailed list of responsibilities.

2. Performance Expectations

Option A: The Employee’s performance will be evaluated based on the following metrics:

• Average Handling Time: Target of [Number] minutes per interaction.
• Resolution Rate: Aim for [Percentage] of issues resolved on the first contact.
• Customer Satisfaction Scores: Maintain an average rating of [Number] out of [Number].
• Qualitative Expectations: Demonstrated professionalism, active listening skills, and adherence to call etiquette.

Option B: Performance will be assessed in accordance with company policies and procedures, as outlined in the employee handbook.

3. Compliance with Laws and Regulations

The Employee will comply with all applicable company policies, industry regulations, and legal requirements, including those pertaining to customer information and data privacy under Indiana law, including but not limited to Indiana's data breach notification law, Ind. Code § 24-4.9-1 et seq. The Employee will handle sensitive customer data in a secure and confidential manner.

4. Reporting Structure

Option A: The Employee will report directly to [Supervisor Name], [Supervisor Title].

Option B: The Employee will report to the Customer Service Department.

Escalation Hierarchy: Issues should be escalated to [Next Level Supervisor/Manager] if the direct supervisor is unavailable.

5. Qualifications and Training

Required Qualifications:

• Educational Level: [High School Diploma/Associate's Degree/Bachelor's Degree].
• Certifications: [List any required certifications].
• Software Proficiency: CRM software ([Specify CRM system, e.g., Salesforce, Zendesk]), Call Center Systems ([Specify Call Center System]).

Ongoing Training: The Employee will participate in onboarding training and periodic skill refresher courses as required by the Employer.

6. Work Location and Schedule

Work Location:

• Option A: On-site at [Company Address].
• Option B: Remote, based in Indiana.
• Option C: Hybrid (specify days in office).

Schedule:

• Set Hours: [Start Time] to [End Time], [Days of the Week].
• Breaks: [Number] minute lunch break and [Number] minute breaks, compliant with company policy. (Note: Indiana law does not mandate rest or meal breaks for adults.)

On-Call Expectations:

• Option A: No on-call responsibilities.
• Option B: On-call rotation as needed, with advance notice.

7. Equipment and Reimbursement

The Employer will provide the necessary equipment for the Employee to perform their duties, including a computer, headset, and access to company networks. The Employee is responsible for maintaining a suitable workspace if working remotely. Reimbursement for work-related expenses will be in accordance with the Employer’s policies and procedures.

8. Employment Status and Compensation

• Employment Status: Full-time
• Minimum Weekly Hours: [Number] hours
• Overtime: Eligibility for overtime pay in accordance with the Fair Labor Standards Act (FLSA) and Indiana law. Overtime will be paid at a rate of 1.5 times the hourly rate for hours worked over 40 in a workweek.
• Payroll Schedule: [Biweekly/Semi-monthly/Monthly].
• Wage: [Hourly Rate/Annual Salary] [Dollar Amount].
• Payment Methods: [Direct Deposit/Check].
• Bonuses:
• Option A: Eligibility for nondiscretionary bonuses based on performance metrics.
• Option B: No bonuses offered.
• Shift Differentials: [Specify amount and conditions, e.g., $1.00/hour for night shifts].
• Incentive Plans: [Specify any incentive plans, e.g., bonuses for customer satisfaction targets or quality scores].

9. Benefits

The Employee is eligible for the following benefits, subject to the terms and conditions of the Employer’s benefit plans:

• Health Insurance: [Specify health insurance options, in compliance with the Affordable Care Act (ACA) and Indiana insurance laws].
• Dental/Vision Insurance
• Life Insurance
• Retirement Plan: [Specify 401(k) or other retirement plan details].
• Paid Time Off:
• Vacation: [Number] days per year.
• Sick Leave: [Number] days per year (Note: Indiana does not mandate sick leave.)
• Company Holidays: [List of holidays].
• Personal Days: [Number] days per year.
• Bereavement Leave: [Number] days.
• Family Leave: Compliance with the Family and Medical Leave Act (FMLA) for eligible employees.

10. Company Policies

The Employee will adhere to all company policies, including those regarding attendance, punctuality, dress code, remote work standards, internet and phone use, and guidelines for customer interaction.

11. Code of Conduct and Anti-Discrimination

The Employee will adhere to the Employer’s Code of Conduct, which includes standards for professionalism, anti-harassment, and anti-discrimination. The Employer prohibits discrimination based on race, color, religion, sex, sexual orientation, gender identity, age, disability, national origin, veteran status, or any other protected characteristic under Indiana and federal law.

12. Confidentiality

The Employee acknowledges that they will have access to confidential customer data, business practices, and company intellectual property. The Employee agrees to maintain the confidentiality of such information and to return or destroy all customer lists and proprietary information upon termination of employment.

13. Ownership of Work Product

All work product created by the Employee in the course of their employment, including template responses, procedures, and reports, is the sole property of the Employer.

14. Outside Employment and Conflicts of Interest

The Employee agrees not to engage in any outside employment or activities that create a conflict of interest with their duties to the Employer, especially working for competitor customer service providers.

15. Intellectual Property

All intellectual property developed by the Employee during the course of their customer service duties shall be the sole property of the Employer.

16. Non-Compete (If Applicable)

Option A: Employee agrees not to compete with Employer within [Geographic Area] for a period of [Number] months following termination of employment. This clause is designed to protect Employer's legitimate business interests and is narrowly tailored as required by Indiana law. Employee acknowledges receiving consideration for this non-compete agreement.

Option B: No non-compete agreement required.

17. Non-Solicitation and Non-Disparagement

The Employee agrees not to solicit the Employer’s customers or disparage the Employer, its products, or its employees during and after the term of employment.

18. At-Will Employment and Termination

The Employee’s employment is at-will, meaning that either the Employer or the Employee may terminate the employment relationship at any time, with or without cause or notice, subject to applicable Indiana law. Upon termination, the Employee will receive their final wage payment by the next regular payday, as required by Indiana law.

19. Progressive Discipline

The Employer reserves the right to utilize progressive discipline as needed.

20. Unemployment Insurance

The Employee will be eligible for Indiana unemployment insurance if they meet the eligibility requirements under Indiana law.

21. Workers' Compensation

The Employee is covered by Indiana workers' compensation insurance for any workplace injuries. The Employee must promptly report any workplace injuries to the Employer.

22. Workplace Safety

The Employee will comply with all Indiana workplace safety, OSHA, and employer-specific rules, including those related to headset use and ergonomics.

23. Reasonable Accommodation

The Employer will provide reasonable accommodations to qualified individuals with disabilities in accordance with the Americans with Disabilities Act (ADA) and relevant Indiana statutes.

24. Dispute Resolution

Option A: Any disputes arising out of or relating to this Agreement shall be resolved through mediation in [City, Indiana]. If mediation is unsuccessful, the parties agree to binding arbitration in accordance with the rules of the American Arbitration Association.

Option B: Any legal disputes will be governed by Indiana law and resolved in Indiana state courts.

25. Tax Withholdings

The Employer will withhold all applicable IRS and Indiana state payroll taxes from the Employee’s wages.

26. Non-Disclosure Agreement (NDA)

The Employee may be required to sign a separate Non-Disclosure Agreement (NDA) to further protect customer information and trade secrets.

27. Payment Card Industry Data Security Standard (PCI DSS) Compliance

The Employee will adhere to the Payment Card Industry Data Security Standard (PCI DSS) when handling credit card data or other payment information.

28. Employee Monitoring

The Employer may monitor employee communications, including call recording and electronic communication logs, in accordance with Indiana law and company policy.

29. Industry-Specific Regulations

The Employee will comply with any unique call center regulations or industry standards applicable to the Employer's business (e.g., regulations for utilities, healthcare, or financial services).

30. Employee Handbook

The Employee acknowledges receipt of and agreement to abide by the Employer's employee handbook, which is incorporated herein by reference.

31. Entire Agreement

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

32. Amendment

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

33. HR Contact

For any questions regarding this Agreement or Indiana labor law, please contact [HR Contact Name], [HR Contact Title] at [HR Contact Email] or [HR Contact Phone].

34. Customizable Elements

The Employer retains the right to adjust or customize elements of this agreement to accommodate specific customer service operational needs in the Indiana market.

IN WITNESS WHEREOF, the parties have executed this Agreement as of the date first written above.

____________________________
[Employer Name]

By: ____________________________
[Employer Representative Name]

Title: [Employer Representative Title]

____________________________
[Employee Name]

Date: ____________________________