Kansas customer service representative employment contract template

Kansas Customer Service Representative Employment Contract

This Kansas Customer Service Representative Employment Contract (the “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], hereinafter referred to as “Employer,”
• and
• [Employee Full Legal Name], residing at [Employee Address], hereinafter referred to as “Employee.”

Employer’s Contact Information: [Employer Phone Number], [Employer Email Address]
Employee’s Contact Information: [Employee Phone Number], [Employee Email Address]

Job Title and Duties

• Job Title: Customer Service Representative
• Option A: Specific Duties
  • Managing inbound and outbound communications (phone, email, chat).
  • Maintaining accurate customer records.
  • Resolving customer complaints and answering queries.
  • Documenting all service interactions.
  • Upselling or cross-selling products and services where applicable.
  • Adhering to communication scripts and data entry protocols.
  • Escalating unresolved issues according to company policy.
  • Maintaining customer satisfaction standards.
• Option B: General Duties
  • Performing tasks related to customer support and communication as directed by the Employer.

Skills and Qualifications

• Option A: Specific Requirements
  • Strong verbal and written communication skills.
  • Proficiency in [CRM Software Name] CRM software.
  • Ability to handle high call volumes.
  • Familiarity with Employer’s products and services.
  • Required Language Abilities: [Languages]
• Option B: General Requirements
  • Possession of the skills and qualifications necessary to perform the duties of a Customer Service Representative.

Reporting Structure, Workflow, and Performance Evaluation

• Reporting To: [Job Title of Supervisor, e.g., Customer Service Manager]
• Workflow Expectations: [Description of expected workflow, e.g., following established procedures]
• Performance Metrics:
  • Call resolution rate.
  • Call handling time.
  • Customer satisfaction scores.
  • [Other Metrics]
• Evaluation Procedures: [Description of evaluation frequency and method]

Work Location

• Option A: On-Site
  • Employer’s Kansas office located at: [Office Address]
• Option B: Remote/Hybrid
  • Remote work eligibility: [Eligibility Requirements]
  • Security protocols: [Description of security protocols for remote work]
  • Company equipment usage: [Policies regarding company equipment usage]
  • Home workspace requirements: [Requirements for a safe and confidential home workspace in compliance with Kansas labor and OSHA standards]

Employment Status and Schedule

• Status: Full-Time
• Regular Weekly Schedule: [Number] hours per week.
• Shift Schedules: [Description of shift schedules, including any rotating, evening, weekend, or holiday work]
• Overtime Eligibility: [State overtime eligibility; e.g., Non-Exempt (eligible for overtime)]
• Meal and Rest Breaks: [Description of meal and rest break entitlements and scheduling per Kansas labor regulations]
• Time and Attendance Reporting: [Description of time and attendance reporting protocols]
• Schedule Change Notifications: [Description of any schedule change notification policies]

Compensation and Benefits

• Option A: Hourly Wage
  • Hourly Wage: [Dollar Amount] per hour.
  • Payment Method and Frequency: [e.g., Direct deposit, bi-weekly]
  • State and Federal Tax Withholdings: Standard state and federal tax withholdings.
  • Overtime: Paid at time and a half for hours worked over 40 per week, as mandated by Kansas law.
  • Incentives: [Description of any incentive structures, such as bonuses or shift differentials]
• Option B: Annual Salary
  • Annual Salary: [Dollar Amount] per year.
  • Payment Method and Frequency: [e.g., Direct deposit, bi-weekly]
  • State and Federal Tax Withholdings: Standard state and federal tax withholdings.
  • Overtime: [State whether position is exempt or non-exempt. If non-exempt, describe overtime policy.]
  • Incentives: [Description of any incentive structures, such as bonuses or shift differentials]
• Benefits:
  • Health, Dental, and Vision Insurance: [Description of coverage details and eligibility]
  • Voluntary Benefits: [Description of life or disability insurance options]
  • Paid Time Off: [Description of PTO accrual rates, holidays, and sick leave policy]
  • Bereavement Leave: [Description of bereavement leave policy]
  • FMLA/Kansas Parental Leave Act: Employee rights under FMLA and Kansas Parental Leave Act apply.
  • Retirement Plan: [Description of 401(k) or other retirement plan]
  • Tuition Assistance: [Description of tuition assistance policy]
  • Wellness Programs: [Description of wellness programs]
  • Employee Assistance Services: [Description of available employee assistance services]

Confidentiality

• Confidential Information: Customer data, personally identifiable information, payment card data, proprietary scripts or software, and internal policies are considered confidential.
• Obligations: Employee agrees to maintain the confidentiality of all confidential information during and after employment.
• Compliance: Employee agrees to comply with all applicable state and federal privacy laws, including [List Relevant Laws, e.g., GLBA, HIPAA].

Background Checks, Drug Screening, and Monitoring

• Background Checks: Employment is contingent upon successful completion of a background check.
• Drug Screening: Employee may be required to submit to pre-employment and/or random drug screenings.
• Monitoring: Employer may monitor telephone and electronic communications with notice and consent as required by Kansas law.
• Safeguarding Confidential Information: Employee will follow company procedures to protect data, including [Specific security measures, e.g., proper disposal of confidential documents, encryption of sensitive data].

Workplace Conduct

• Professionalism: Employee will maintain a professional demeanor in all customer interactions.
• Service Guidelines: Employee will adhere to company service guidelines.
• Appearance and Dress Code: Employee will adhere to the company dress code/uniform policy. [Describe dress code/uniform policy]
• Language: Employee will use polite and respectful language in all communications. Abusive or discriminatory language is prohibited.
• Personal Use: Personal use of company communication channels is prohibited without authorization.
• Anti-Bullying and Anti-Harassment: Employee will comply with anti-bullying and anti-harassment protocols, as required by Kansas and federal anti-discrimination laws. [List protected categories, e.g., race, religion, sex, age, disability]
• Complaint Escalation: [Describe complaint escalation processes]

Intellectual Property

• Ownership: All scripts, templates, customer handling procedures, reports, and other work products developed during employment are owned by the Employer.
• Third-Party Content: Employee use of third-party content or proprietary methods must receive advance company approval.

Conflicts of Interest and Restrictive Covenants

• Conflicts of Interest: Employee will avoid any conflicts of interest during employment.
• Outside Employment: Employee will not engage in outside employment in competing customer service roles without Employer approval.
• Non-Compete: [Include or exclude a non-compete clause. If included, it MUST be narrowly tailored, reasonable in duration, geography, and scope, and supported by consideration. Consult with legal counsel.]
• Non-Solicitation and Non-Disclosure: [Include a non-solicitation or non-disclosure obligation regarding customers or coworkers. Ensure it complies with Kansas law and is clearly defined.]

At-Will Employment and Termination

• At-Will Employment: Employment is at-will, meaning either party may terminate the relationship at any time for any lawful reason.
• Resignation Notice: Employee will provide [Number] days' written notice of resignation.
• Termination Process: [Describe grounds for dismissal, progressive discipline (if any), and final paycheck delivery as mandated by Kansas law.]
• Return of Property: Employee will return all company equipment and materials upon termination.
• Job Abandonment: [Describe policy for job abandonment and the company’s right to terminate after a defined period of unexcused absence.]

Unemployment Insurance and Workers' Compensation

• Unemployment Insurance: Employee is entitled to Kansas unemployment insurance benefits if eligible.
• Workers' Compensation: Employee is covered by Kansas workers' compensation insurance for work-related injuries or illnesses.
• Mandatory Postings: Employer will display mandatory postings related to employment laws.

Occupational Safety and Health

• Reporting Injuries: Employee will report all workplace injuries immediately.
• Ergonomic Support: Employer will provide ergonomic support for customer representatives.
• Stress Management: Employer will provide access to stress management resources.
• Disability Accommodations: Employer will provide reasonable accommodations for disabilities as required by the ADA and Kansas Act Against Discrimination.

Dispute Resolution

• Company Complaint Mechanism: Employee will first attempt to resolve disputes through internal company complaint mechanisms.
• Mediation/Arbitration: [Option for mediation or arbitration, if agreed.]
• Governing Law and Venue: This Agreement shall be governed by the laws of the State of Kansas. Venue for any legal action shall be in [County Name] County, Kansas.

Electronic Systems and Monitoring

• Access and Use: Employee access and use of employer's electronic systems is subject to company policies.
• Monitoring: Employer may monitor customer interactions with legally required notice and consent.
• Call Recording: [State whether calls are recorded and include necessary notice and consent provisions. Kansas is a one-party consent state.]
• Data Security: Employee is responsible for protecting company data, including password protection and preventing unauthorized disclosure of information.

Equal Opportunity Employment

• Equal Opportunity: Employer is an equal opportunity employer and does not discriminate on the basis of [List protected categories under Kansas and federal law, e.g., race, color, religion, sex, national origin, age, disability, genetic information].
• Non-Retaliation: Employer prohibits retaliation for whistleblowing or reporting discrimination.
• Mandatory Training: [Describe any mandatory training for recognizing and handling discrimination and inappropriate customer conduct.]

Miscellaneous

• Superseding Agreement: This Agreement supersedes all prior oral or written agreements between the parties.
• Severability: If any provision of this Agreement is held to be invalid or unenforceable, the remaining provisions shall remain in full force and effect.
• Modification: This Agreement may be modified only by a written agreement signed by both parties.
• Policy Updates: Employer reserves the right to update or modify company policies with written notice to the Employee as required by Kansas law.

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

____________________________
[Employer Representative Name]
[Employer Representative Title]
[Employer Full Legal Name]

____________________________
[Employee Full Legal Name]
Employee