Michigan customer service representative employment contract template

Michigan Customer Service Representative Employment Contract

This Michigan Customer Service Representative Employment Contract (the "Agreement") is made and effective as of [Date] by and between [Employer's Full Legal Name], a [State of Incorporation] corporation with its principal place of business at [Employer's Full Address] ("Employer"), and [Employee's Full Legal Name], residing at [Employee's Full Address] ("Employee").

1. Employment

The Employer hereby employs the Employee, and the Employee hereby accepts employment with the Employer, as a full-time Customer Service Representative, subject to the terms and conditions set forth herein.

2. Job Description

Employee's primary role will be that of Customer Service Representative.

Responsibilities include but are not limited to:

• Responding to customer inquiries via phone, email, chat, and in-person.
• Resolving customer complaints and issues effectively and efficiently.
• Processing customer orders, returns, and exchanges.
• Maintaining accurate records of customer interactions and transactions in the CRM system [Name of CRM Software, e.g., Salesforce].
• Adhering to quality assurance standards and metrics.
• Following company scripts and guidelines for customer interactions.
• Managing difficult or irate customers with patience and professionalism.
• Escalating unresolved customer issues to the appropriate personnel.
• Handling sensitive customer data in compliance with the Michigan Identity Theft Protection Act and other applicable privacy laws.
• Participating in ongoing training programs to enhance customer service skills and knowledge of company products and services.

3. Work Location

Employee's primary work location will be:

• Option A: On-site at [Office Address] in [City, Michigan].
• Option B: Remote work from a location within Michigan, subject to the Employer's remote work policy. [Specify Details: e.g., Requires secure internet connection, use of company-provided equipment].

4. Work Schedule

Employee's work schedule will be:

• Full-time, with a minimum of 40 hours per week.
• Typical workdays: [Days of the Week, e.g., Monday-Friday].
• Typical work hours: [Start Time] to [End Time].
• Option A: Shift work may be required, with schedules determined by the Employer.
• Option B: Overtime may be required and will be compensated in accordance with Michigan law.

Meal and rest breaks will be provided in accordance with Michigan law. [Specify Details about break times and durations].

5. Compensation

Employee's compensation will be:

• Option A: An hourly rate of [Dollar Amount] per hour.
• Option B: An annual salary of [Dollar Amount], payable [Frequency, e.g., bi-weekly].

Payment will be made via [Payment Method, e.g., direct deposit].

Overtime pay will be calculated at one and one-half (1.5) times the Employee's regular rate of pay for all hours worked over 40 in a workweek, in accordance with Michigan law.

• Option A: Employee is eligible for a commission or bonus based on performance metrics, as outlined in the Employer's commission/bonus plan. [Specify Details or Refer to Separate Plan Document].
• Option B: Employee is eligible for shift differential pay of [Dollar Amount] for hours worked during [Specific Shifts, e.g., evening or weekend shifts].

6. Benefits

The following benefits will be offered to the Employee, subject to the terms and conditions of the Employer's benefit plans:

• Medical insurance.
• Dental insurance.
• Vision insurance.
• Paid time off (vacation, sick days, and holidays). [Specify Accrual Rates or Number of Days].
• Paid and unpaid leaves, including those required by the Michigan Paid Medical Leave Act.
• Option A: 401(k) retirement plan.
• Option B: Employee assistance program (EAP).
• Eligibility for Michigan unemployment and workers' compensation coverage.

7. Reporting Structure and Team Collaboration

Employee will report to [Supervisor's Title].

Employee is expected to actively participate in team meetings, training sessions, and company events.

8. Confidentiality

Employee agrees to hold confidential all customer personal information, payment and transaction data, company procedures, and other sensitive information obtained during their employment. This obligation survives termination of employment.

Employee shall comply with all applicable Michigan privacy laws, including but not limited to the Michigan Identity Theft Protection Act.

9. Employer Equipment

Employee will be provided with the following equipment: [List of Equipment, e.g., headset, computer].

All equipment remains the property of the Employer and must be returned upon termination of employment.

10. Performance Evaluation and Disciplinary Procedures

Employee's performance will be evaluated regularly based on metrics such as call handling time, customer satisfaction scores, and attendance.

Disciplinary action may be taken for violations of company policy or unsatisfactory performance.

11. At-Will Employment

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

12. Separation Procedures

Upon termination of employment, Employee shall return all company property.

Employee's final paycheck will be issued in accordance with Michigan law.

Employee will be provided with information regarding COBRA continuation and other applicable benefit extensions.

13. Non-Solicitation

During employment and for a period of [Number] months following termination, Employee shall not solicit the Employer's customers for their own benefit or the benefit of any other person or entity.

14. Anti-Discrimination and Equal Employment Opportunity

The Employer is an equal opportunity employer and prohibits discrimination based on race, color, religion, sex (including pregnancy, sexual orientation, and gender identity), national origin, age, disability, genetic information, or any other characteristic protected by law.

15. Whistleblower Protection

The Employer supports employees who report ethics or legal violations in accordance with the Michigan Whistleblowers' Protection Act.

16. Health and Safety

Employee shall comply with all applicable Michigan and federal health and safety laws and regulations.

17. Accommodations

The Employer will provide reasonable accommodations for employees with disabilities or religious practices, in accordance with the Michigan Persons with Disabilities Civil Rights Act and the Americans with Disabilities Act.

18. Compliance Notices

The Employer will provide all required Michigan and federal compliance notices regarding minimum wage, overtime, and paid medical leave.

19. Choice of Law and Jurisdiction

This Agreement shall be governed by and construed in accordance with the laws of the State of Michigan. Any disputes arising under this Agreement shall be resolved in the state or federal courts located in [County], Michigan.

• Option A: The parties agree to attempt to resolve any disputes through mediation before resorting to litigation.
• Option B: The parties waive their right to a jury trial in any action arising out of or relating to this Agreement, to the extent permitted by law.

20. Modification

The Employer reserves the right to modify its policies and benefits with notice to the Employee, in compliance with Michigan law.

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

[Employer's Full Legal Name]

By: [Employer's Authorized Representative Name]

Title: [Employer's Authorized Representative Title]

[Employee's Full Legal Name]

Signature:

Date: