Massachusetts customer service representative employment contract template

Massachusetts Customer Service Representative Employment Contract

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

1. Employment

• Option A: Employer hereby employs Employee, and Employee hereby accepts employment with Employer, as a full-time Customer Service Representative ("CSR").
• Option B: Employer agrees to hire Employee as a full-time Customer Service Representative contingent on successful completion of a [Contingency, e.g., Background Check].

2. Position and Duties

• Option A: Employee shall perform the duties of a Customer Service Representative, including but not limited to: responding to customer inquiries via phone, email, and chat; resolving customer complaints; documenting customer interactions in the CRM system; maintaining accurate customer records; escalating unresolved customer issues; applying conflict de-escalation techniques; following scripts/guidelines; adhering to updates on product/service knowledge; and meeting daily call/email/chat quotas.
• Option B: Employee's duties may be modified or expanded from time to time at Employer’s sole discretion, consistent with the general nature of a Customer Service Representative position.
• Employee shall comply with all applicable Massachusetts data privacy laws, including Massachusetts Data Security regulations, 201 CMR 17.00, and any other applicable federal law.
• Employee is expected to maintain proficiency in the following systems/software: [List of Systems, e.g., CRM System, Help Desk Software].

3. Supervision and Reporting

• Option A: Employee will report directly to [Supervisor Name], whose title is [Supervisor Title].
• Option B: Employee will be part of the [Team Name] team and will adhere to the communication/reporting hierarchy as communicated by the supervisor.

4. Work Location

• Option A: The primary work location is on-site at [Employer Address].
• Option B: The Employee will work remotely from within the Commonwealth of Massachusetts. The Employer will provide the following equipment and software: [List of Equipment and Software]. Employee is responsible for maintaining a secure workspace consistent with Massachusetts data security regulations and Employer policies regarding the protection of customer data and secure VPN use.
• Option C: Work location may be subject to change at the Employer's discretion.

5. Work Hours

• Option A: Employee's work schedule will be Monday through Friday, 9:00 AM to 5:00 PM, for a total of 40 hours per week.
• Option B: Employee’s work schedule will be determined by the Employer and may include shifts, weekends, and holidays as required.
• Employee is entitled to a minimum 30-minute meal period for shifts of more than 6 hours as required by MGL c. 149, § 100.
• Employee is entitled to all required rest breaks per Massachusetts regulations.

6. Compensation

• Option A: Employer shall pay Employee a salary of [Salary Amount] per year, payable [Pay Frequency, e.g., Bi-weekly].
• Option B: Employer shall pay Employee an hourly wage of [Hourly Wage Amount], payable [Pay Frequency, e.g., Weekly].
• Employee's compensation shall be subject to all applicable deductions and withholdings as required by law.
• Employee acknowledges receipt of a Massachusetts Wage Notice.
• Employee shall be paid overtime at a rate of one and one-half times their regular rate for hours worked over 40 in a workweek, as required by MGL c. 151, § 1A.
• If applicable: Employee may be eligible for shift differential/bonus incentives for weekend/evening or high-volume work. Details will be provided separately.
• If applicable: Employee may be eligible for a performance-based bonus/commission based on customer satisfaction metrics or escalation avoidance, as outlined in a separate bonus plan document.

7. Benefits

Employee shall be eligible for the following benefits, subject to the terms and conditions of the applicable benefit plans:

• Health, dental, and vision insurance that meets Massachusetts Minimum Creditable Coverage standards.
• Paid sick leave, accruing at a rate of at least 1 hour per 30 hours worked pursuant to the Massachusetts Earned Sick Time Law, MGL c. 149, § 148C.
• Vacation/PTO accruals as per Employer's policy, detailed in the Employee Handbook.
• Massachusetts Paid Family and Medical Leave (PFML) entitlements as mandated by law.
• Paid holidays as recognized by the Employer, detailed in the Employee Handbook.
• If applicable: Commuter benefits for on-site roles.
• If applicable: Training stipends for ongoing CSR professional development, subject to manager approval.
• If applicable: Tuition reimbursement for role-specific courses, subject to Employer’s policy and manager approval.

8. Workplace Conduct

Employee shall comply with all workplace conduct, anti-bullying, and customer interaction protocols, including company-specific phone etiquette, uniform/dress code (if applicable), attendance and punctuality requirements, and adherence to escalation, documentation, and resolution timelines.

9. Confidentiality

• Employee acknowledges that they will have access to confidential and proprietary information of Employer and its customers.
• Employee agrees to hold such information in strict confidence and not to disclose it to any third party, or use it for any purpose other than in connection with Employee's work for Employer. This obligation survives the termination of this Agreement.
• Employee shall promptly report any suspected data breaches to Employer per MGL c. 93H.

10. Intellectual Property

• Employee acknowledges that all proprietary scripts, templates, databases, and knowledge bases used by Employer are owned by Employer.
• Employee agrees that any work product created by Employee related to customer interactions remains Employer's property.

11. Outside Employment

• Option A: Employee shall not engage in any outside or secondary employment during working hours.
• Option B: Employee shall not engage in any outside employment that would interfere with Employee’s CSR duties, create conflicts of interest, violate non-solicitation of company clients/customers, or unlawfully compete with Employer under Massachusetts law.

12. At-Will Employment

This is an at-will employment relationship, meaning that either Employer or Employee may terminate the employment relationship at any time, with or without cause and with or without notice, subject to the following:

• Final pay requirements (must be paid on last day if terminated, next regular payday if resigned, per MGL c. 149, § 148).
• Unused PTO payout policy as stated in the Employee Handbook.
• Employee’s obligation to return Employer’s property (e.g., headsets, computers, security badges).
• Employee must provide at least two weeks’ notice of resignation.

13. Anti-Discrimination/Harassment

• Employer is an equal opportunity employer and does not discriminate against employees or applicants for employment on the basis of race, color, religion, national origin, sex, gender identity, sexual orientation, age, genetic information, military status, disability, or any other category protected by MGL c. 151B and federal law.
• Employer has a strict policy against harassment of any kind.
• Employees should report any instances of discrimination or harassment to [Contact Person/Department, e.g., HR Department] following the procedures outlined in the Employee Handbook.

14. Health and Safety

• Employer is committed to providing a safe and healthy work environment, whether on-site or remote.
• Employee is required to comply with all health and safety policies and procedures, including those related to ergonomics and workplace injury reporting.
• Employer complies with Massachusetts workers’ compensation statutes (MGL c. 152).
• If predominantly desk-based or remote, Employee will participate in ergonomics training and support as recommended by the Massachusetts Department of Industrial Accidents.

15. Training

Employee will participate in scheduled training about products/services, complaint resolution, and compliance (including data privacy and fraud prevention under Massachusetts and federal laws such as the Massachusetts Identity Theft Law and federal TCPA guidelines).

16. Cooperation and Compliance

• Employee agrees to cooperate in good faith in all legal and regulatory compliance investigations, audits, or customer complaints.
• Employee shall adhere to Employer's document retention policies and notification obligations.

17. Disciplinary Action

• Employer may take disciplinary action, up to and including termination, for violations of Employer’s policies or applicable laws.
• Disciplinary actions may follow a progressive discipline approach, as outlined in the Employee Handbook.

18. Dispute Resolution

• In the event of any dispute arising out of or relating to this Agreement, the parties agree to first attempt to resolve the dispute through internal mediation or Employer's complaint protocols.
• If mediation is unsuccessful, the dispute shall be resolved in the state or federal courts located in Massachusetts, and Massachusetts law shall govern the interpretation and enforcement of this Agreement.

19. Amendment

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

20. Miscellaneous

• Severability: If any provision of this Agreement is held to be invalid or unenforceable, the remaining provisions shall remain in full force and effect.
• Assignment: Employer may assign this Agreement to any affiliate or successor. Employee may not assign this Agreement.
• Entire Agreement: 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.
• No Oral Modification: This Agreement may not be modified or amended except 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 Legal Name]

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

____________________________
[Employee Full Legal Name]