Kentucky customer service representative employment contract template

Kentucky Customer Service Representative Employment Contract

This Kentucky 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], Kentucky, Employer's Kentucky Business Registration Number: [Employer Registration Number], and Kentucky Tax Identification Number: [Employer Tax ID Number] ("Employer");

and

• [Employee Full Legal Name], residing at [Employee Address], Kentucky ("Employee").

1. Position:

• The Employer hereby employs the Employee as a Customer Service Representative.
• Job Description: The Employee's primary responsibilities include, but are not limited to:
  • Handling inbound and outbound customer communications via phone, email, chat, and social media.
  • Resolving customer complaints and issues effectively and efficiently.
  • Managing customer accounts and providing exceptional service.
  • Maintaining comprehensive knowledge of the Employer’s products and/or services.
  • Accurately entering customer information and data into the CRM system.
  • Adhering to quality assurance standards and best practices in customer service.
  • Following up with customers to ensure satisfaction and address any remaining concerns.
  • Escalating complex customer issues to the appropriate department or supervisor.
  • Documenting all customer interactions in the CRM or ticketing system.
  • Maintaining a professional and courteous tone in all customer communications.
  • Handling sensitive and confidential customer information in accordance with company and federal (GLBA, HIPAA, as applicable) data privacy rules.
  • Complying with industry-specific customer service protocols, if applicable.
• Reporting Structure: The Employee will report to [Supervisor Name], [Supervisor Title]. The Employee will collaborate with [List of Teams] as needed.

2. Work Location:

• Option A: The primary work location shall be at [Work Site Address], Kentucky.
• Option B: The Employee will work remotely from [Employee Address], Kentucky, subject to the Employer's remote work policy. The employee agrees to maintain a suitable home office environment, including reliable internet connectivity and compliance with all data security requirements.
• Option C: The Employee will participate in a hybrid work arrangement, working [Number] days per week at [Work Site Address], Kentucky, and [Number] days remotely.

3. Employment Status and Work Schedule:

• The Employee is hired as a full-time employee, working approximately [Number] hours per week.
• Work Schedule: The Employee's regular work schedule will be [Days of Week], from [Start Time] to [End Time].
  • Option A: The schedule may include shift work and/or evening or weekend hours to meet customer service coverage needs.
  • Option B: The schedule is fixed.
• Timekeeping: The Employee is required to accurately record their work hours using [Timekeeping Method: e.g., manual timesheet, electronic time clock].

4. Compensation:

• The Employer shall pay the Employee a base [Wage Type: e.g., hourly wage, annual salary] of [Amount], payable [Pay Period: e.g., bi-weekly, semi-monthly].
• Method of Payment: [Payment Method: e.g., direct deposit, check].
• Overtime will be paid at a rate of one and one-half (1.5) times the Employee's regular rate of pay for all hours worked over forty (40) in a workweek, in accordance with Kentucky and federal law.
• Bonus/Incentives:
  • Option A: The Employee is eligible for a performance bonus based on [Criteria: e.g., customer satisfaction scores, call resolution rates].
  • Option B: The Employee is not eligible for any bonus or incentives.
• The Employee's performance and compensation will be reviewed annually.

5. Benefits:

• Mandatory Benefits:
  • Workers' Compensation Insurance as required under Kentucky law.
  • Unemployment Insurance as required under Kentucky law.
• Optional Benefits (subject to eligibility requirements and plan documents):
  • Option A: Health insurance plan.
  • Option B: Dental insurance plan.
  • Option C: Vision insurance plan.
  • Option D: Employer-sponsored retirement plan [e.g., 401(k)].
  • Option E: Paid vacation days: [Number] days per year, accruing as [Accrual Method].
  • Option F: Sick leave: [Number] days per year, accruing as [Accrual Method] or front-loaded.
  • Option G: Family and Medical Leave (FMLA) eligibility as per federal requirements.
  • Option H: Paid Kentucky state holidays.
  • Option I: Paid/unpaid break policies in compliance with Kentucky law.
  • Option J: Tuition reimbursement: [Details].
  • Option K: Wellness program: [Details].
  • Option L: Transportation or remote work stipend: [Details].

6. Training and Onboarding:

• The Employee is required to complete the following training programs:
  • [Training Program 1]
  • [Training Program 2]
• The Employee will participate in ongoing professional development opportunities as determined by the Employer.
• The Employee may be required to participate in periodic skills assessments or knowledge tests.
• The Employee is required to attend regular team meetings and performance review sessions.

7. Intellectual Property and Confidentiality:

• All training materials, manuals, scripts, and process documentation created by the Employee in connection with their employment are the property of the Employer.
• Customer data is confidential and proprietary to the Employer.
• The Employee agrees to maintain the confidentiality of all customer and company information, and to comply with all applicable data privacy laws, including state and federal laws. The employee must not use personal devices to access sensitive data unless permitted by company policy and properly secured. The employee is responsible for reporting data breaches consistent with Kentucky breach notification laws.

8. Code of Conduct:

• The Employee will adhere to the Employer's code of conduct and customer interaction standards, including maintaining courtesy, professionalism, and non-discrimination in all interactions.
• The Employee acknowledges that the Employer may monitor and record customer interactions for quality assurance purposes.
• The Employee will comply with all applicable Kentucky and federal anti-discrimination, equal employment, and anti-harassment laws. This includes compliance with the Kentucky Civil Rights Act, as well as federal EEOC requirements, protecting against discrimination based on race, sex, age, disability, religion, gender identity, and other protected categories.
• The Employer prohibits retaliation against employees who report misconduct or discrimination.

9. Non-Compete/Non-Solicitation (Optional - Review carefully under Kentucky law):

• Option A: Employee agrees not to compete with the Employer within [Geographic Area] for a period of [Number] [Time Period] after termination of employment. This restriction is limited to [Specific Activities/Industries].
• Option B: Employee agrees not to solicit the Employer's customers or employees for a period of [Number] [Time Period] after termination of employment.
• Option C: There is no non-compete or non-solicitation agreement.

(Note: Under Kentucky law, non-compete agreements must be reasonable in scope and duration to protect legitimate business interests.)

10. At-Will Employment:

• The 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, and with or without notice, subject to applicable Kentucky laws.
• Termination Procedures: Upon termination, the Employee must return all company property. The final paycheck will be delivered within the timeframe mandated by Kentucky law. The Employee may be required to participate in an exit interview. The Employer will provide a COBRA notice, if applicable.

11. Occupational Health and Safety:

• The Employer is committed to providing a safe work environment in compliance with Kentucky Occupational Safety and Health (KYOSH) regulations.
• The Employee is responsible for reporting any workplace injuries or illnesses.
• The Employee will follow ergonomic work requirements tailored to extended computer/phone use.
• The Employer will implement necessary pandemic or public health measures, including providing PPE or telework accommodations as required by local authorities.

12. Dispute Resolution:

• In the event of a dispute arising out of or relating to this Agreement, the parties agree to first attempt to resolve the dispute through good-faith negotiation. If negotiation fails, the parties may pursue mediation or arbitration. This Agreement shall be governed by and construed in accordance with the laws of the Commonwealth of Kentucky. Exclusive venue for any legal action shall be in the courts of [County Name] County, Kentucky.

13. Workers' Compensation:

• The Employer maintains a workers’ compensation policy as required by Kentucky law. Information on reporting work-related injuries or illnesses is available from [Contact Information/Department]. The Employer’s workers' compensation insurance carrier is [Insurance Company Name].

14. Equal Employment Opportunity (EEO):

• The Employer is an Equal Opportunity Employer and is committed to diversity, inclusion, and accessibility in the workplace. The Employer provides reasonable accommodations under the Americans with Disabilities Act (ADA).

15. Acknowledgement and Agreement:

• The Employee acknowledges receipt and understanding of the Employer's employee handbook, customer service policies, acceptable use and security policies, and any future updates. The Employer will provide notice of any policy changes.
• This Agreement constitutes the entire agreement between the parties with respect to the subject matter hereof and supersedes all prior or contemporaneous communications and proposals, whether oral or written. This Agreement may be amended only by a written instrument signed by both parties.

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

____________________________
[Employer Full Legal Name]

By: ____________________________
[Employer Representative Name]
[Employer Representative Title]

____________________________
[Employee Full Legal Name]

Date: ____________________________