Minnesota customer service representative employment contract template

Minnesota Customer Service Representative Employment Contract

This Minnesota Customer Service Representative Employment Contract (the "Agreement") is made and effective as of [Date] by and between:

• [Employer Full Legal Name], a [State] [Entity Type, e.g., Corporation] with its principal place of business at [Employer Address] ("Employer"),
• and
• [Employee Full Legal Name], residing at [Employee Address] ("Employee").

1. Position

• Option A: The Employer hereby hires the Employee as a full-time Customer Service Representative.
• Option B: The Employer hereby hires the Employee as a part-time Customer Service Representative. The average work week will be [number] hours.
• Job Description: Employee shall perform the following duties:
  • Responding to customer inquiries via phone, email, chat, or in person.
  • Resolving customer complaints in accordance with company policies.
  • Documenting customer interactions in CRM systems.
  • Adhering to communication protocols specific to the company.
  • Escalating complex issues as defined in internal guidelines.
  • Processing orders and returns.
  • Maintaining accurate customer records.
  • Complying with data privacy standards applicable to customer interactions.
  • Meeting employer-specific performance metrics (such as call times, resolution rates, or customer satisfaction scores).
• Reporting Structure: The Employee will report to [Supervisor Title].
• Team Collaboration: The Employee is expected to actively collaborate with other team members.
• Training: The Employee will be required to complete training on products, services, complaint handling, and conflict de-escalation.

2. Work Location

• Option A: The primary work location will be at [Office Address] in Minnesota.
• Option B: This position is eligible for telecommuting, subject to the Employer's telecommuting policy. The Employee will work remotely from [Employee's Home Address].
  • The Employer will provide the following equipment: [List of Equipment].
  • The Employee is responsible for maintaining a secure remote access connection.
  • The Employee is expected to be available during regular business hours [Start Time] to [End Time].
• Minnesota Workplace Safety: Employee agrees to maintain a safe work environment, complying with all applicable Minnesota regulations, even while working remotely.
• Time Tracking: Employee agrees to accurately track and report working hours in accordance with Employer policy.

3. Employment Term

• Option A: The employment is full-time, with a regularly scheduled work week of 40 hours.
• Option B: The employment is part-time, with a regularly scheduled work week of [number] hours.
• Shift Schedule: The Employee's work schedule will be [Start Time] to [End Time], [Days of the Week].
• Rotating Shifts: The Employee may be required to work rotating shifts, including [Specific Shift Details].
• Unscheduled Absences: Employee must notify [Contact Person/Department] as soon as possible when unable to work their scheduled shift.
• Sick Leave: Employee is entitled to sick leave in accordance with Minnesota law and company policy. Documentation [may/may not] be required.
• Breaks: Employee is entitled to a 30-minute unpaid meal break for shifts exceeding 8 hours, and reasonable restroom breaks as needed (Minnesota Statute §177.253).

4. Compensation

• Option A: The Employee will be paid an hourly wage of [Dollar Amount] per hour.
• Option B: The Employee will be paid an annual salary of [Dollar Amount].
• Overtime: The Employee [is/is not] eligible for overtime pay for hours worked exceeding 48 hours per week (Minnesota Statute §177.25).
  • Overtime will be paid at a rate of 1.5 times the Employee's regular rate of pay.
• Payment Frequency: The Employee will be paid [Frequency, e.g., bi-weekly, semi-monthly].
• Payment Method: Payment will be made by [Method, e.g., direct deposit, check].
• Incentives/Bonuses: The Employee may be eligible for performance-based bonuses based on [Metrics, e.g., customer satisfaction, attendance].
• Awards/Recognition: The Employer maintains a [Description of Program] program for customer service excellence.

5. Benefits

• Health Insurance: The Employee is eligible to participate in the Employer's health insurance plan, subject to the terms and conditions of the plan.
• Dental Insurance: The Employee is eligible to participate in the Employer's dental insurance plan, subject to the terms and conditions of the plan.
• Vision Insurance: The Employee is eligible to participate in the Employer's vision insurance plan, subject to the terms and conditions of the plan.
• Retirement Plan: The Employee is eligible to participate in the Employer's [401k/IRA] plan, subject to the terms and conditions of the plan.
• Paid Time Off (PTO): The Employee will accrue PTO according to the Employer's PTO policy.
  • Vacation: Vacation time accrues at a rate of [Number] days per year.
  • Sick Leave: Sick leave accrues in accordance with Minnesota law (Minn. Stat. §181.9445).
  • Holidays: The Employee is entitled to [Number] paid holidays per year. The recognized holidays are [List of Holidays].
• Bereavement Leave: The Employee is eligible for bereavement leave in accordance with the Employer's bereavement leave policy.
• Family and Medical Leave: The Employee is eligible for family and medical leave in accordance with the Family and Medical Leave Act (FMLA) and any applicable Minnesota paid family and medical leave laws.
• Disability Insurance: The Employee is eligible for [Short-term/Long-term] disability insurance.
• Employee Assistance Program (EAP): The Employee is eligible to participate in the Employer's EAP.
• Tuition/Training Reimbursement: The Employee [is/is not] eligible for tuition reimbursement for customer service certifications.
• Workplace Wellness: The Employer provides [Description of Programs] to support employee wellness.

6. Data Security and Privacy

• The Employee must comply with all applicable data security and privacy policies, including the Minnesota Government Data Practices Act (if applicable).
• The Employee is strictly prohibited from sharing customer records outside of authorized channels.
• The Employee must report any suspected privacy breaches to [Designated Contact] immediately.

7. Anti-Discrimination and Harassment Prevention

• The Employer is committed to providing a workplace free of discrimination and harassment.
• The Employee must complete annual training on anti-discrimination, harassment prevention, and respectful workplace conduct in alignment with the Minnesota Human Rights Act.
• The Employee is encouraged to report any incidents of discrimination or harassment to [Designated Contact].
• The Employer maintains a strict non-retaliation policy.

8. Professional Conduct

• The Employee is expected to maintain professional communication etiquette in all customer interactions.
• The Employer has a strict non-retaliation policy for employees raising customer or employment concerns.
• The Employee must adhere to the Employer's grooming and presentation standards for customer contact.
• The Employer may monitor digital communications in compliance with Minnesota's employee monitoring statutes.

9. Intellectual Property and Work Product

• All customer interaction scripts, processes, materials, and customer feedback analysis produced by the Employee are the sole property of the Employer.
• Customer-developed materials and contacts remain the property of the company post-employment.

10. Confidentiality

• The Employee must maintain strict confidentiality regarding the Employer's procedures, client lists, trade secrets, pricing information, and sensitive customer data.
• This confidentiality obligation survives the termination of this Agreement.
• Breach of confidentiality will be subject to remedies available under Minnesota law.

11. Outside Employment

• Option A: The Employee [is/is not] permitted to engage in outside employment or business activities, including freelance customer service or support roles.
• Option B: The Employee [is/is not] permitted to engage in outside employment provided such employment does not create a conflict of interest with the Employer's business.
• Employee must disclose any potential conflicts of interest to [Designated Contact].

12. Restrictive Covenants

• Option A: There are no restrictive covenants associated with this agreement.
• Option B: The Employee agrees to the following restrictive covenants, which are reasonable in duration, geographic scope, and necessary to protect the Employer's legitimate business interests in accordance with Minnesota Statute §181.988:
  • Non-Compete: The Employee agrees not to engage in [description of restricted activity] within [Geographic Area] for a period of [Number] months after termination of employment. (Note: Subject to MN Statute §181.988 regarding enforceability).
  • Non-Solicitation: The Employee agrees not to solicit the Employer's customers or employees for a period of [Number] months after termination of employment.
  • Non-Disclosure: The Employee agrees not to disclose the Employer's confidential information at any time.

13. At-Will Employment

• Option A: 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 or notice, except as otherwise required by law.
• Option B: This is [not] an at-will employment agreement. Termination may occur based on [description of cause/conditions for termination].
• Termination Procedures: In the event of termination, the Employer will comply with Minnesota law regarding final wage payments (Minn. Stat. §181.13).
• Notice Period: The Employee is required to provide [Number] days' notice of resignation. The Employer [is/is not] required to provide a notice of termination (Except as required by law).
• Severance: The Employee [is/is not] eligible for severance pay upon termination, subject to the terms of the Employer's severance policy.
• COBRA: The Employee will be offered the opportunity to continue health insurance coverage under COBRA.
• Company Property: The Employee must return all company property upon termination.
• Exit Interview: The Employee may be required to participate in an exit interview.
• Unemployment: The Employee's eligibility for unemployment benefits will be determined by the Minnesota Department of Employment and Economic Development.

14. Dispute Resolution

• The parties agree to attempt to resolve any disputes informally before resorting to legal action.
• If informal resolution fails, the parties agree to participate in mediation in [City, State].
• Option A: Any unresolved disputes shall be submitted to binding arbitration in accordance with the rules of the American Arbitration Association.
• Option B: The parties retain the right to pursue legal action in the state courts of Minnesota.
• Governing Law: This Agreement shall be governed by and construed in accordance with the laws of the State of Minnesota.
• Jurisdiction: The parties consent to the jurisdiction of the state courts of Minnesota.

15. Workers' Compensation and Safety

• The Employer maintains workers' compensation insurance in compliance with Minnesota law.
• The Employee must comply with all applicable occupational health and safety requirements, including those related to [Office Ergonomics, Anti-Violence, Telework Safety].
• The Employee must report any workplace injuries or harassment to [Designated Contact].

16. Minnesota Whistleblower Act

The Employee is protected by the Minnesota Whistleblower Act (Minn. Stat. §181.932) and cannot be retaliated against for reporting violations or participating in investigations.

17. Performance Review and Improvement

• The Employee will receive periodic performance reviews.
• If the Employee's performance does not meet the Employer's standards, the Employee will be placed on a performance improvement plan.
• The Employee's eligibility for promotion or lateral transfer will be based on defined criteria.

18. Equal Employment Opportunity and Reasonable Accommodations

The Employer is an equal opportunity employer and provides reasonable accommodations for disabilities under the Minnesota Human Rights Act and the Americans with Disabilities Act (ADA). Employees needing accommodations for hearing, speech, or mobility-related needs impacting customer service delivery should contact [Designated Contact].

19. Entire Agreement and Amendment

• This Agreement constitutes the entire agreement between the parties and supersedes all prior agreements and understandings.
• This Agreement may be amended only by a written instrument signed by both parties.

20. Minnesota Specific Notices and Attachments

• The Employee acknowledges receipt of the following Minnesota-specific notices and attachments:
  • Wage Notice (Minnesota Statute §181.032)
  • Workplace Safety Information
  • Minnesota Human Rights Act Information

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

[Employer Full Legal Name]

By: [Name of Authorized Representative]

Title: [Title of Authorized Representative]

[Employee Full Legal Name]

[Employee Signature]