Maryland customer service representative employment contract template

Maryland Customer Service Representative Employment Agreement

This Full-Time Customer Service Representative Employment Agreement (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] ("Employer"), and [Employee Full Legal Name], residing at [Employee Address] ("Employee").

1. Job Title and Duties

The Employee is hired as a Customer Service Representative.

Option A: Core Duties

• Responding to customer inquiries via phone, email, chat, or in-person.
• Handling customer complaints and resolving issues.
• Providing accurate information about products and services.
• Documenting customer interactions in CRM systems ([CRM System Name]).
• Updating customer records.
• Processing returns, exchanges, refunds, and payments where permitted.
• Adhering to designated call scripts and compliance checklists.
• Escalating complex or unresolved issues to [Supervisor Title].
• Participating in customer satisfaction surveys and quality assurance initiatives.
• Meeting role-specific metrics such as average handle time and customer satisfaction scores.

Option B: Additional Duties

• [List of Additional Duties]

2. Reporting Relationship

The Employee will report directly to [Supervisor Name], [Supervisor Title]. The Employee is part of the [Team Name] team. Contact information for the supervisor: [Supervisor Phone Number], [Supervisor Email Address].

3. Work Location

The Employee's primary work location is [Work Location Address], located in Maryland.

Option A: Remote Work

• The Employee is authorized to work remotely. The employee's remote address is [Remote Work Address].
• The Employee is responsible for maintaining a secure internet connection and adhering to customer data privacy protocols aligned with Maryland data security laws. The company will provide the following equipment: [List of Company Provided Equipment].
• Data privacy protocols: [Data Privacy Protocol Description]

4. Employment Status and Work Schedule

The Employee is a full-time employee and will work a minimum of [Number] hours per week.

Option A: Standard Schedule

• The Employee's standard work schedule is [Days of the Week], from [Start Time] to [End Time].
• Meal breaks: [Meal Break Duration and Timing] as mandated by Maryland law. Rest breaks: [Rest Break Duration and Timing] as mandated by Maryland law.

Option B: On-Call

• The Employee may be required to be on-call [On-Call Schedule].
• On-call compensation will be [On-Call Compensation Details].

5. Compensation

The Employee will be paid [Dollar Amount] per [Hour/Year], payable [Pay Frequency, e.g., bi-weekly] via [Direct Deposit/Check].

Option A: Overtime

• Overtime will be paid at a rate of 1.5 times the regular hourly rate for all hours worked over 40 in a workweek, as required by Maryland law.

Option B: Shift Differential

• The Employee will receive a shift differential of [Dollar Amount] per hour for working [Shift Details, e.g., late/overnight/weekend shifts].

Option C: Bonus/Incentive

• The Employee is eligible for a bonus/incentive based on [Key Performance Indicators (KPIs)]. The specific details of the bonus/incentive structure are outlined in [Document Name/Location].

6. Benefits

The Employee is eligible for the following benefits:

• Health insurance: [Health Insurance Plan Details], compliant with Maryland law.
• Dental and Vision insurance: [Dental and Vision Insurance Plan Details]
• Retirement plan: [Retirement Plan Details, e.g., 401(k) with Employer Match]
• Paid holidays: [List of Paid Holidays Observed in Maryland]
• Sick leave: [Sick Leave Policy Details], compliant with Maryland's Healthy Working Families Act.
• Family and medical leave: [Family and Medical Leave Policy Details]
• Paid time off (PTO): [PTO Accrual and Usage Policy Details]
• Jury duty/Military leave: [Jury Duty/Military Leave Policy Details]
• Employee assistance program (EAP): [EAP Details]
• Tuition reimbursement: [Tuition Reimbursement Policy Details, e.g., for customer service certifications]
• Benefits changes/enrollments: [Policy Regarding Benefits Changes and Enrollments]

7. At-Will Employment

The employment relationship is at-will, meaning that either the Employee or the Employer may terminate the employment at any time, with or without cause or notice, subject to any applicable Employer policy.

Option A: Notice Period

• While employment is at-will, the Employer requests [Number] days/weeks written notice of resignation.

Option B: Final Paycheck

• The Employee's final paycheck, including all accrued and unused vacation time, will be provided in accordance with Maryland law.

8. Training and Development

The Employee will participate in the following training programs:

• Onboarding: [Onboarding Program Details]
• Continued education requirements: [Continued Education Requirements Details]
• Mandatory Maryland anti-harassment and anti-discrimination training: [Training Schedule and Details]
• Customer service skill development: [Skill Development Program Details]

9. Performance Review and Discipline

The Employee's performance will be reviewed [Review Frequency]. Performance review criteria include [Performance Review Criteria]. The Employer's coaching and progressive discipline policies are outlined in [Document Name/Location].

10. Confidentiality

The Employee agrees to maintain strict confidentiality of all customer records and company proprietary and trade secret information, in accordance with Maryland and federal privacy regulations.

11. Workplace Conduct

The Employee agrees to adhere to the Employer's workplace conduct policies, including [Workplace Conduct Policies, e.g., dress code, punctuality, professionalism, use of personal devices]. Specifics are outlined in the company handbook.

12. Non-Compete and Non-Solicitation

Non-compete clauses are generally unenforceable in Maryland except in narrowly defined circumstances.

Option A: Non-Solicitation

• The Employee agrees not to directly solicit the Employer's customers or misuse customer lists and contacts for a period of [Number] [Months/Years] after termination of employment.

Option B: Non-Disparagement

• The Employee agrees not to disparage the Employer or its employees.

13. Equal Employment Opportunity

The Employer is an equal opportunity employer and complies with all Maryland and federal equal employment opportunity, anti-discrimination, and anti-harassment regulations, including those protecting against discrimination based on race, color, religion, sex, national origin, age, disability, marital status, sexual orientation, gender identity, genetic information, or any other protected characteristic. The procedure for reporting and investigating complaints is outlined in [Document Name/Location].

14. Worker's Compensation and Workplace Safety

The Employer provides worker's compensation insurance coverage as required by Maryland law. The Employer will maintain a safe workplace and comply with all applicable health and safety regulations. Protocols for employee injury, workplace violence prevention, and ergonomic support are outlined in [Document Name/Location].

15. Company Property

The Employee is responsible for the proper use and return of all company property, including hardware, software, and identity credentials, upon termination of employment.

16. Data Breach Reporting

The Employee agrees to report any suspected data breaches or customer privacy incidents immediately to [Designated Contact Person/Department], consistent with Maryland's Personal Information Protection Act.

17. Call Monitoring

The Employee understands that calls may be monitored for quality assurance purposes. The Employee consents to call monitoring and quality assurance recordings in accordance with Maryland's two-party consent rules.

18. Dispute Resolution

Any disputes arising out of or relating to this Agreement will be resolved through [Negotiation/Mediation/Arbitration/Maryland Court Jurisdiction], in compliance with Maryland law.

19. Remote Work (If Applicable)

For remote employees, the Employer will [Reimburse/Not Reimburse] for essential work expenses as required under Maryland labor law.

20. Acknowledgment of Required Notices

The Employee acknowledges receipt of required Maryland labor law notifications, including wage & hour notice, earned sick and safe leave, and unemployment insurance rights.

21. Job Accommodations

The Employer will provide reasonable job accommodations for disability under federal ADA and Maryland civil rights law. The interactive process for requesting accommodations is outlined in [Document Name/Location].

22. Incorporation of Handbook/Code of Conduct

The Employer's employee handbook and code of conduct are incorporated by reference into this Agreement. Specifically, the following policies are considered part of this Agreement for enforcement purposes: [List Specific Policies].

23. Integration, Severability, and Amendment

This Agreement constitutes the entire agreement between the parties 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. If any provision of this Agreement is held to be invalid or unenforceable, such provision shall be struck and the remaining provisions shall be enforced. This Agreement shall be governed by and construed in accordance with the laws of the State of Maryland.

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

____________________________
[Employee Signature]

____________________________
[Employee Printed Name]

____________________________
[Employer Signature]

____________________________
[Employer Representative Printed Name]

____________________________
[Employer Representative Job Title]

Date: [Date]