Iowa customer service representative employment contract template

Iowa Customer Service Representative Employment Contract

This Full-Time Customer Service Representative Employment Contract (the "Agreement") is made and entered into as of [Date] by and between [Employer Legal Name], a [State] [Entity Type, e.g., Corporation] with its principal place of business at [Employer Address], Iowa ("Employer"), and [Employee Full Legal Name], residing at [Employee Address], Iowa ("Employee").

1. Employment

Option A: Employer hereby employs Employee, and Employee hereby accepts employment with Employer, as a full-time Customer Service Representative, commencing on [Start Date].

Option B: Employee's employment is contingent upon successful completion of a background check and/or drug screening. Details will be provided separately in accordance with Iowa law.

2. Job Duties

As a Customer Service Representative, Employee's primary responsibilities include, but are not limited to:

• Responding to customer inquiries via phone, email, live chat, or other channels.
• Processing orders and returns efficiently and accurately.
• Handling customer complaints, escalations, and conflict resolution with empathy and professionalism.
• Providing detailed product and service information, tailored to Employer's business and customer needs.
• Recording accurate call logs and customer data in [Designated CRM System].
• Adhering to established customer satisfaction and quality assurance standards.
• Following established scripts, protocols, and regulatory requirements as required.
• Participating in ongoing training, feedback sessions, and quality improvement activities.
• If applicable, compliance with PCI DSS standards when handling credit card information.
• If applicable, compliance with HIPAA regulations when dealing with protected health information.

3. Reporting Structure & Supervision

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

Option B: Employee will work under the general direction of the Customer Service Manager.

Employee will adhere to the shift schedule of [Start Time] to [End Time], [Days of the Week], with scheduled breaks as defined in Section 6.

4. Required Skills & Performance Metrics

Employee must possess the following skills:

• Proficiency in [CRM, Call Center, or Ticketing Tool Name].
• Excellent written and verbal communication skills.
• Typing/Data entry speed of at least [Words Per Minute] WPM.
• Fluency in [Language(s)].

Performance will be evaluated based on the following metrics:

• Target call response time: [Time Frame].
• First contact resolution rate: [Percentage].
• Customer satisfaction survey scores: [Target Score].

5. Work Location & Data Security

Option A: Employee's primary work location is [Employer Address]. On-site presence is required.

Option B: This is a remote position. Employee must maintain a secure and private workspace consistent with Employer's remote work policy.

Employee shall handle customer data securely, both in-person and remotely, in accordance with Employer’s data privacy policy and applicable Iowa law.

6. Employment Status & Work Hours

Employee's employment is full-time.

Regular work hours are [Number] hours per week.

Option A: Overtime work may be required and will be compensated in accordance with Iowa law (1.5x base rate for hours exceeding 40 per week). Mandatory overtime requires [Notice Period] notice.

Option B: Overtime must be pre-approved by the Supervisor.

Employee is entitled to a [Length] minute meal break and [Number] [Length] minute rest breaks, in compliance with Iowa labor law.

Employee must accurately record work hours using the [Clock-in/out System].

7. Compensation

Option A: Employee's hourly wage is [Hourly Wage].

Option B: Employee's annual salary is [Annual Salary], paid bi-weekly.

Payment will be made via [Payment Method, e.g., direct deposit].

Option A: Employee may be eligible for bonuses based on performance. Specific criteria and disbursement timing are detailed in the Incentive Plan document.

Option B: No bonuses or commissions are offered.

8. Employee Benefits

Employee is eligible for the following benefits, subject to eligibility requirements:

• Health insurance: Effective after [Waiting Period]. Employee contribution: [Amount or Percentage].
• Dental insurance: Effective after [Waiting Period].
• Vision insurance: Effective after [Waiting Period].
• 401(k) or similar retirement plan: Employer contribution: [Amount or Percentage].
• Paid time off (PTO): [Number] days per year, accruing according to Employer's PTO policy.
• Paid sick leave: [Number] days per year, in accordance with Iowa law.
• Paid Iowa state and federal holidays: As designated by Employer.
• Family/Medical leave: As per FMLA and Iowa law.
• Bereavement leave: As per Employer’s policy.

9. Training & Certification Reimbursement

Option A: Employer will provide training related to job duties.

Option B: Employer will reimburse Employee for pre-approved training or certifications directly related to the customer service field, up to [Dollar Amount] per year.

10. Use & Return of Employer Equipment

Employee will be provided with the necessary equipment to perform job duties, including [List Equipment, e.g., headset, computer].

Employee is responsible for the proper use and maintenance of Employer equipment.

Upon termination of employment, Employee must return all Employer equipment in good working condition.

11. Confidentiality

Employee acknowledges that they will have access to confidential customer information, including personal data, credit card information, and other sensitive data.

Employee shall protect the confidentiality of such information and Employer's trade secrets.

Employee shall not record or disclose customer calls or information without authorization.

This obligation survives termination of employment.

12. Intellectual Property

If applicable, any scripts, documents, or training materials created by Employee during employment are the property of Employer.

13. Standards of Conduct

Employee shall conduct themselves in a professional and respectful manner at all times when interacting with customers, coworkers, and others.

Rudeness, retaliation, discriminatory behavior, harassment, or violations of company or Iowa state anti-discrimination policies are strictly prohibited.

Employee is expected to comply with the Iowa Civil Rights Act and all protected classes (race, color, religion, sex, sexual orientation, gender identity, national origin, age, disability).

14. Customer Escalation & Disciplinary Action

Employee shall follow established procedures for customer escalation and complaint handling.

Disciplinary action may be taken for improper employee conduct, policy violations, or failure to meet performance expectations.

15. Remote Work Eligibility & Requirements (If Applicable)

Option A: Not Applicable – this position is not eligible for remote work.

Option B: Remote work eligibility is subject to Employer’s remote work policy.

• Employee must maintain a safe home work environment consistent with Iowa OSHA guidelines.
• Employer retains the right to conduct workplace inspections or security audits of the remote work location, with reasonable notice.

16. At-Will Employment

Employee's employment is at-will, meaning that either party may terminate employment at any time for any lawful reason, with or without cause or notice, subject to Employer's policy regarding notice.

17. Termination

Grounds for immediate termination include, but are not limited to, breach of confidentiality, policy violation, misconduct, or regulatory non-compliance.

Upon termination, Employee's final wage payment will be made in accordance with Iowa law.

Employee must return all Employer equipment and access credentials.

18. Dispute Resolution

Employer utilizes progressive discipline to resolve workplace issues.

Option A: Any disputes arising out of or relating to this Agreement shall be resolved through binding arbitration in [County] County, Iowa, in accordance with the rules of the American Arbitration Association.

Option B: Employer and Employee agree to attempt mediation before resorting to litigation.

19. Workers' Compensation

Employee is covered by Iowa Workers' Compensation statutes.

Employee must report all workplace injuries or claims immediately to [Contact Person].

Employer will provide a safe working environment and access to required safety equipment/training.

20. ADA Reasonable Accommodation

Employer will provide reasonable accommodations to qualified individuals with disabilities, consistent with the Americans with Disabilities Act (ADA).

21. Background Checks & Drug Screening

Option A: Not Applicable

Option B: Employment is contingent upon successful completion of a background check and/or drug screening. Employee's rights under Iowa law will be protected.

22. Work Product & Records Retention

Employee's work product and records of customer transactions will be retained in accordance with Employer's records retention policy and Iowa privacy laws.

23. Secondary Employment & Conflict of Interest

Employee must disclose any secondary employment or activities that may create a conflict of interest with Employer's business.

24. Non-Competition & Non-Solicitation

Option A: This Agreement does not include a non-compete clause.

Option B: Employee agrees not to solicit Employer’s customers or employees for a period of [Number] months following termination of employment. Employee agrees not to disparage Employer.

25. Acknowledgement of Policies

Employee acknowledges receipt of the Employee Handbook and will comply with all policies contained therein, including Employer’s Code of Conduct.

26. Severability

If any provision of this Agreement is held to be invalid or unenforceable, the remaining provisions shall remain in full force and effect.

27. Entire Agreement

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

28. Amendment

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

29. Governing Law

This Agreement shall be governed by and construed in accordance with the laws of the State of Iowa.

30. Signature

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

____________________________

[Employer Representative Name], [Employer Representative Title]

____________________________

[Employee Full Legal Name]