Missouri customer service representative employment contract template

Missouri Customer Service Representative Employment Contract

This agreement, effective as of [Date], is between [Company Name], located at [Company Address], hereinafter referred to as "Employer," and [Employee Name], residing at [Employee Address], hereinafter referred to as "Employee."

1. Employment

• This is a full-time Customer Service Representative (CSR) employment contract under the laws of the State of Missouri.
• Option A: The Employee is hired as a Customer Service Representative.
• Option B: The Employee is hired as a Senior Customer Service Representative.

2. Job Description

• The Employee's primary duty is to provide real-time assistance to customers through phone, email, chat, and in-person interactions. This is a Missouri industry-standard role.
• Required skills include:
  • Problem-solving.
  • Communication.
  • Data entry.
  • CRM system use.
  • Accurate documentation of customer contacts.
  • Handling of escalations.
  • Compliance with internal service protocols.
• Requirements include:
  • Language proficiency.
  • Professionalism.
  • Patience.
  • Adherence to call scripts or company policies.
• The Employee must manage confidential customer data in compliance with Missouri privacy, consumer protection, and data security laws (Mo. Rev. Stat. Chapter 407).

3. Reporting & Evaluation

• The Employee will report to [Supervisor Name], [Supervisor Title].
• Option A: Performance will be evaluated annually.
• Option B: Performance will be evaluated bi-annually.
• Option C: Performance will be evaluated quarterly.

4. Work Location

• The primary work location is [Company Address], a designated Missouri site.
• Option A: This is a full-time in-office position.
• Option B: This position is eligible for remote work according to company policy.
• Option C: This position is hybrid and requires [Number] days per week in the office.
• If remote, the Employee must maintain a suitable home office environment. The Employer reserves the right to monitor service quality remotely.

5. Work Hours

• The Employee is a full-time employee and will work approximately 40 hours per week.
• Option A: The Employee's regular shift is [Start Time] to [End Time], Monday through Friday.
• Option B: The Employee's schedule will vary based on business needs and may include weekends, evenings, and holidays.
• The Employee is entitled to break entitlements (rest and meal breaks) compliant with Missouri law. Missouri has no mandatory rest breaks, but company policy applies.
• Compliance with wage and hour recordkeeping is mandatory.

6. Compensation

• The Employee's base hourly wage is [$ Amount] per hour, which meets or exceeds the Missouri minimum wage law (currently $12.30/hr in 2024, subject to change).
• Option A: The Employee is eligible for overtime pay at not less than 1.5x the regular rate for work over 40 hours per week, as per FLSA and Missouri law.
• Option B: The Employee is a salaried employee with an annual salary of [$ Amount].
• Pay Schedule: The Employee will be paid [Frequency, e.g., bi-weekly].
• Payment Method: [Direct Deposit or Paper Check].
• Option A: The Employee is eligible for a customer service-specific incentive pay, bonus, or commission plan as outlined in the company bonus policy.
• Option B: The Employee is not eligible for a customer service-specific incentive pay, bonus, or commission plan.

7. Benefits

• Eligibility for Missouri-based health, dental, and vision insurance is subject to the terms of the company's benefits plan.
• Eligibility for retirement plans (401(k) or state equivalents) is subject to the terms of the company's retirement plan.
• The Employee is eligible for paid time off, sick leave, and holidays as outlined in the company's PTO and holiday policy.
• The Employee is eligible for bereavement and jury duty leave as outlined in the company's leave policy.

8. Training & Onboarding

• The Employee will participate in employer-provided product/service education, system training, and soft skills development.
• The Employee will receive periodic updates on consumer protection rules.
• The Employee will participate in ongoing quality assurance or compliance training relating to Missouri business practices.

9. Standards of Conduct

• The Employee must comply with the company's code of conduct.
• The Employee must maintain professional dress and language.
• The Employee must maintain punctuality and adhere to the attendance policy.
• The Employee must adhere to the company's anti-harassment and anti-discrimination policies in line with the Missouri Human Rights Act (Chapter 213).
• The Employee must treat all customers with respect.
• The Employee must properly handle difficult or abusive interactions.
• The Employee must follow protocols for escalating potential legal issues.

10. Confidentiality

• The Employee must maintain the confidentiality of customer personal, financial, and account data.
• The Employee must maintain the confidentiality of internal processes and proprietary business information.
• The Employee is responsible for compliance with both federal mandates (i.e., HIPAA if health info is handled, GLBA for financial info) and Missouri privacy law.

11. Intellectual Property

• Any materials, knowledge bases, or scripts created during employment are the property of the Employer.
• The Employee must adhere to data retention and destruction obligations under relevant Missouri statutes.

12. Use of Company Technology

• The Employee must use company technology, including telephone, CRM, instant messaging, and email, for business purposes only.
• Unauthorized recording or data sharing is prohibited.
• If the Employee handles payment card data, they must adhere to PCI DSS compliance and mandatory security procedures.

13. Performance Measurement

• The Employee's performance will be measured based on metrics such as call wait times, resolution rates, and customer satisfaction scores.
• The Employee's performance will be reviewed according to the schedule outlined in Section 3.
• The Employee will participate in performance improvement plans, if needed.

14. Termination

• The Employee's employment is at-will, as per Missouri law.
• Option A: The Employer may terminate employment at any time with or without cause, and with or without notice.
• Option B: The standard notice period for voluntary resignation is two weeks.
• Option C: The standard notice period for employer-initiated termination is two weeks.
• Grounds for summary dismissal include, but are not limited to: breach of confidentiality, fraudulent behavior, major service failures, or repeated documented customer complaints.
• Final wages/pay stub will be provided on the next regular payday per Missouri law.
• Upon termination, the Employee must return all company equipment and delete any customer data in their possession.

15. Dispute Resolution

• Any workplace disputes will first be addressed through the company's internal complaint process.
• Option A: If internal resolution is unsuccessful, disputes may be submitted to mediation.
• Option B: If internal resolution is unsuccessful, disputes may be submitted to arbitration.
• Missouri law and jurisdiction govern this agreement.

16. Non-Solicitation & Non-Disclosure

• The Employee agrees to non-solicitation and non-disclosure expectations as outlined in the company policy. Note that non-compete enforcement is rare and generally discouraged for non-executive roles in Missouri. If used, it must be narrowly tailored to legitimate interests and limited in duration/geography.

17. Compliance with Laws

• The Employer complies with all Missouri and federal anti-discrimination, equal employment opportunity, and workplace accommodation statutes (including ADA and state counterpart provisions).
• The Employee must report any suspected customer fraud or abuse per relevant Missouri consumer protection regulations.

18. Workers' Compensation

• The Employee is covered by Missouri workers' compensation insurance.
• The Employee must report any occupational illness/injury.
• The Employer complies with OSHA standards for call-center-type ergonomic safety.

19. Leave Policies

• The Employee may be eligible for FMLA leave.
• The Employee may be eligible for any applicable state leave programs or city ordinances.

20. Modification & Severability

• This agreement may be modified only in writing signed by both parties.
• If any provision of this agreement is held to be invalid or unenforceable, the remaining provisions will remain in full force and effect.

21. Entire Agreement

• This agreement constitutes the entire agreement between the parties and supersedes all prior or contemporaneous communications and proposals, whether oral or written.

22. Assignment

• This agreement may not be assigned by the Employee without the written consent of the Employer.

23. Notification of Changes

• The Employee must promptly notify the Employer of any changes to their status or location.

Signatures

• _______________________________ Date: [Date]
  [Employee Name]
• _______________________________ Date: [Date]
  [Company Name] by [Representative Name], [Representative Title]

Acknowledgement: I acknowledge receipt of the Employee Handbook or relevant policies.

• _______________________________ Date: [Date]
  [Employee Name]