Maine call center representative employment contract template

Maine Full-Time Call Center Representative Employment Agreement

This Full-Time Call Center Representative Employment Agreement (the “Agreement”) is made and entered into as of this [Date], by and between [Company Legal Name], a [State] [Business Type] with its principal place of business at [Company Address] (“Employer”), and [Employee Legal Name], residing at [Employee Address] (“Employee”).

Position

• The Employer hereby employs the Employee as a Full-Time Call Center Representative.
• The Employee accepts such employment and agrees to perform the duties described below diligently and to the best of their ability.

Job Duties

• The Employee's primary duties shall include, but are not limited to:
  • Handling inbound and outbound customer calls.
  • Following scripted responses and procedures.
  • Troubleshooting customer account issues.
  • Managing and escalating customer issues appropriately.
  • Documenting all call outcomes and interactions in the designated CRM system.
  • Complying with quality assurance protocols and standards.
  • Achieving call handle time and customer satisfaction KPI targets.
  • Adhering to call recording procedures.
  • Participating in mandatory product and compliance training sessions.
  • Communicating effectively with other teams within the company.

Qualifications and Licensing

• Option A: The Employee must possess a high school diploma or equivalent.
• Option B: The Employee must possess a [Specific Degree/Certification].
• The Employee agrees to undergo a background check if the position handles financial or sensitive customer data as required by Maine law and company policy.

Principal Place of Work

• Option A: The Employee’s principal place of work will be at [Company Address], located in Maine.
• Option B: The Employee will be permitted to work remotely, subject to the Employer’s telework policy outlined in [Document Name].
  • The Employee is responsible for maintaining a secure and reliable internet connection.
  • The Employer will provide the necessary equipment, including a headset and computer.
  • The Employee must adhere to company protocols for securing Maine consumer data and customer privacy.

Full-Time Status and Work Schedule

• The Employee is a full-time employee.
• The standard workweek is [Number] hours per week.
• The Employee’s work schedule will be [Days of the Week] from [Start Time] to [End Time].
• Required shift days/times may include evenings and/or weekends.
• The Employee is entitled to mandatory rest breaks and meal periods as required by Maine labor law.
  • The Employee will receive a [Duration] minute paid rest break every [Interval] hours worked.
  • The Employee will receive a [Duration] minute unpaid meal period after [Interval] hours worked.

Overtime

• The Employee is eligible for overtime pay in accordance with Maine and federal FLSA standards.
• 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 exceeding forty (40) hours in a workweek.
• All overtime work must be pre-approved by [Manager Title].
• The Employee is prohibited from performing any off-the-clock work.

Compensation

• Option A: The Employee will be paid an hourly rate of [Dollar Amount] per hour.
• Option B: The Employee will be paid an annual salary of [Dollar Amount], payable in [Frequency] installments.
• The Employee will be paid [Frequency] on [Day of the Week].
• The method of payment will be [Direct Deposit/Check].
• Option A: Overtime will be calculated as stated in Section 6.
• Option B: The Employee is not eligible for overtime pay.
• Option A: The Employee is eligible for a commission/incentive/bonus plan as outlined in [Document Name].
• Option B: The Employee is not eligible for a commission/incentive/bonus plan.
• The Employer will comply with Maine's annual minimum wage adjustments.

Benefits

• The Employee is eligible for the following benefits, subject to the terms and conditions of the applicable benefit plans:
  • Health insurance plan.
  • Dental insurance plan.
  • Vision insurance plan.
  • Maine statutory paid sick leave.
  • Paid vacation.
  • Maine’s statutory holidays.
  • Option A: Retirement plan eligibility (e.g., SIMPLE IRA).
  • Option B: No retirement plan offered.
  • Employee assistance program for mental health and stress management.
  • Ergonomic support for call center workstation.
  • Option A: Travel reimbursement for off-site assignments.
  • Option B: No travel reimbursement offered.

Onboarding and Training

• The Employee will participate in the Employer’s onboarding program.
• The Employee will complete all required Maine state-mandated safety training, including customer information protection and anti-telemarketing fraud training.
• The Employee will participate in periodic call quality reviews.

Confidentiality and Data Privacy

• The Employee agrees to maintain the confidentiality of all customer PII, call recordings, and company information.
• This confidentiality obligation survives the termination of employment.
• The Employer may use call recordings for training and quality assurance purposes.
• The Employee agrees to comply with all applicable data privacy laws, including Maine’s consumer protection and unfair trade practices statutes.

Conduct

• The Employee is prohibited from engaging in customer harassment, unauthorized data access or disclosure, or using inappropriate language or demeanor.
• The Employee agrees to adhere to the Employer’s call center codes of conduct.

Performance Reviews

• The Employee will accept quality monitoring, coaching feedback, and regular performance reviews.

Compliance with Laws

• The Employee agrees to comply with all applicable federal and Maine laws, including the Maine Human Rights Act, Maine data privacy laws, Maine wage and hour laws, the Do Not Call Registry, and the TCPA.
• The Employee will cooperate with internal and external audits.

Non-Competition and Non-Solicitation

• Option A: The Employee agrees not to compete with the Employer during the term of employment and for a period of [Number] months following termination of employment within [Geographic Area]. This restriction is narrowly tailored to protect the Employer’s legitimate business interests and is permitted under narrow Maine legal exceptions.
• Option B: No non-compete restrictions apply.
• Option A: The Employee agrees not to solicit or poach the Employer’s employees or customers during the term of employment and for a period of [Number] months following termination of employment.
• Option B: No non-solicitation restrictions apply.

At-Will Employment

• The employment relationship between the Employer and the Employee is at-will, meaning that either party may terminate the employment relationship at any time, with or without cause or notice, subject to the termination procedures outlined below.

Termination

• Option A: If the Employee resigns, the Employee must provide the Employer with [Number] weeks’ written notice.
• Option B: No notice required for employee resignation.
• The Employer may terminate the Employee's employment with or without cause.
• Option A: If the Employer terminates the Employee's employment without cause, the Employer will provide [Number] weeks’ written notice or pay in lieu of notice.
• Option B: No notice or pay in lieu of notice required for employer termination without cause.
• If the Employee is terminated for cause, no notice or severance will be provided.
• Upon termination, the Employee will receive their final paycheck in accordance with Maine’s final wage laws.
• The Employee will return all company-issued devices and access credentials to the Employer.

Dispute Resolution

• The Employer and Employee agree to attempt to resolve any disputes arising out of or relating to this Agreement through good-faith internal resolution efforts.
• If internal resolution efforts are unsuccessful, the parties agree to mediate the dispute in Maine.
• Option A: Any dispute not resolved through mediation will be submitted to binding arbitration in accordance with Maine law.
• Option B: Any dispute not resolved through mediation will be subject to the jurisdiction of the courts of Maine.
• This Agreement shall be governed by and construed in accordance with the laws of the State of Maine.

Equal Opportunity Employer

• The Employer is an equal opportunity employer and does not discriminate on the basis of age, gender, disability, religion, sexual orientation, or any other protected category under the Maine Human Rights Act.
• The Employer is committed to creating a diverse and inclusive workplace.

Accommodation for Disabilities

• The Employer will provide reasonable accommodations for disabilities in accordance with Maine law.
• Employees requiring accommodations should contact [HR Contact/Department].

Attendance and Conduct

• The Employee is expected to maintain satisfactory attendance and conduct in the high-volume call setting.
• The Employee must adhere to the Employer’s policies regarding tardiness and absenteeism.

Work Tools and Equipment

• The Employer will provide the Employee with the necessary work tools and equipment, including headsets, software, and access to the CRM system.
• The Employee must adhere to the Employer’s policies regarding physical security and secure remote access.

Incident Reporting and Safety

• The Employee is required to participate in incident reporting, safety drills, and comply with workplace violence prevention and de-escalation procedures.

Policy Updates

• The Employee acknowledges that call scripts, company policies, and Maine or federal regulatory requirements may be updated periodically.
• The Employee agrees to comply with all such updates.

Customization

• The Employer may customize certain policies and terms to accommodate seasonal call fluctuations, volume-based staffing models, and part-time to full-time status transitions as permitted under Maine law.

Modification

• The Employer may modify this Agreement to reflect updates in Maine labor law, industry regulations, or unique company policy.

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

[Company Legal Name]

By: [Name of Authorized Representative]

Title: [Title of Authorized Representative]

[Employee Legal Name]

[Employee Signature]

Date: [Date]