Montana customer service representative employment contract template

Montana Customer Service Representative Employment Agreement

This Montana Customer Service Representative Employment Agreement (the “Agreement”) is made and effective as of [Date] by and between [Company Name], a [State] corporation with its principal place of business at [Company Address] (“Employer”), and [Employee Name], residing at [Employee Address] (“Employee”).

1. Position

The Employer hires Employee as a Customer Service Representative.

Option A: Employee will perform customer-facing duties, including:

• Responding promptly and professionally to customer inquiries by phone, email, chat, and in person.
• Resolving complaints and issues in accordance with company protocols.
• Accurately documenting customer interactions and feedback in customer relationship management systems.
• Processing orders, returns, and exchanges.
• Providing accurate product and service information.
• Adhering to customer privacy requirements including Montana-specific data protection protocols.
• Participating in training to stay updated on product changes, company policies, and customer service best practices.
• Escalating complex issues per company escalation procedures.

Option B: Employee will perform the following duties: [Specific Duties]

2. Reporting Structure

Employee will report to [Supervisor Name], [Supervisor Title]. Employee is expected to communicate with [Department/Team Names].

Option A: Employee will participate in cross-team meetings [Frequency, e.g., weekly, bi-weekly].

Option B: No specific requirement for cross-team meetings.

3. Worksite

Employee’s primary worksite is located at [Worksite Address], [City, State].

Option A: Employee is permitted to work remotely [Percentage of time, e.g., 100%, 50%].

• Employee must maintain a suitable home office environment, including [Specific Requirements, e.g., dedicated workspace, high-speed internet].
• Employer will provide the following equipment: [List of Equipment].
• Employee must ensure the secure handling of sensitive customer data in compliance with Montana and federal privacy regulations.

Option B: Employee is not permitted to work remotely.

4. Employment Status and Hours

Employee’s position is full-time, with an expected work week of at least 40 hours.

Employee’s standard schedule is [Start Time] to [End Time], [Days of the week].

Employee is entitled to a [Duration] minute break during each [Number] hour period and a [Duration] minute meal period.

Employee is considered non-exempt and eligible for overtime pay at 1.5 times the regular rate for hours worked beyond 40 in a workweek, consistent with Montana law.

Option A: Employee may be required to work overtime as needed.

Option B: Overtime must be pre-approved by [Supervisor Name/Title].

5. Compensation

Employee will be paid at a rate of [Dollar Amount] per [Hour/Year].

Employee will be paid [Frequency, e.g., bi-weekly, monthly] via [Method of Payment, e.g., direct deposit, check].

Option A: Employee is eligible for a [Bonus Type, e.g., performance-based, customer satisfaction] bonus, as outlined in [Bonus Plan Document].

Option B: Employee is not eligible for bonuses.

Option C: Shift differentials will be paid for evening/weekend shifts at [Differential Rate].

6. Benefits

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

• Montana-compliant health, vision, and dental insurance.
• Employer-sponsored [Retirement Plan Type, e.g., 401(k), SIMPLE IRA].
• Paid vacation, sick leave, and personal time off, according to Employer’s policy, and compliant with Montana law.
• [Number] paid holidays per year.
• Leave for jury duty.
• Family/medical leave policies compliant with Montana’s provisions.
• Option A: Wellness/mental health leave.
• Option B: Parental leave.
• Option C: Bereavement leave.

7. Training and Professional Development

Employee will receive training in [Specific Areas, e.g., customer service skills, product knowledge, Montana compliance].

Option A: Employer will provide [Specific Workshops/Courses].

Option B: Employee is responsible for seeking out professional development opportunities, subject to Employer approval.

8. Confidentiality

Employee acknowledges that during their employment, they will have access to confidential information concerning Employer’s business, including customer data, communications, transaction records, and company proprietary information.

Employee agrees to safeguard all confidential information and not to use or disclose it outside the performance of their duties, both during and after employment. This includes adherence to the Montana Consumer Data Privacy Act as applicable.

9. Intellectual Property

Employee agrees that any intellectual property created by Employee in the course of providing customer service (e.g., training materials, responses, FAQs) is the property of the Employer.

Employee acknowledges no expectation of major inventive contributions typical of other roles.

10. Non-Competition/Non-Solicitation

Montana law generally disfavors post-employment non-compete agreements.

Option A: Employee agrees not to solicit customers of the Employer for a period of [Number] months following termination of employment.

Option B: Employee agrees not to improperly use company confidential information or solicit employees of the employer for a period of [Number] months following termination of employment.

Option C: No non-competition or non-solicitation restrictions apply.

11. Employment At-Will

Employee’s employment is “at will,” meaning that either Employee or Employer may terminate the employment relationship at any time, with or without cause, subject to the provisions of the Montana Wrongful Discharge From Employment Act (WDEA).

Employee’s probationary period is [Number] months.

After the probationary period, discharge will be for good cause, employee misconduct, or business necessity, as defined by the WDEA.

Employer must provide [Number] days notice before discharge, as required by the WDEA.

12. Termination

Upon termination of employment, Employee will receive final wages in accordance with Montana Code.

Employee may resign by providing [Number] days written notice to Employer.

Job abandonment will be considered a voluntary resignation.

Employer may terminate employment for cause, including misconduct, violation of policies, or breach of confidentiality.

13. Return of Property

Upon termination of employment, Employee will return all company property, including laptops, mobile phones, and any other company-owned items.

Employee will transfer all company data to Employer.

Employee’s access to company accounts will be revoked.

Employee will provide instructions for the transition of pending customer cases.

14. Anti-Discrimination

Employer is an equal opportunity employer and does not discriminate on the basis of race, color, religion, creed, national origin, age, physical or mental disability, marital status, sex, sexual orientation, gender identity or expression, genetic information, or military service.

Employee is required to review and acknowledge Employer’s anti-discrimination and anti-harassment policies.

Employee is notified of the Montana Human Rights Bureau complaint resources.

15. Workplace Health and Safety

Employer is committed to providing a safe and healthy workplace in accordance with Montana law.

Employee is notified of their workers’ compensation rights under Montana law.

Employee will adhere to ergonomic guidelines for computer usage.

16. Professional Conduct

Employee is expected to maintain professional conduct and adhere to company standards, including:

• Using appropriate language and tone in customer interactions.
• Being punctual and reliable.
• Adhering to company conduct codes.
• Employee is protected from retaliation or discipline for complaints to labor authorities.

17. Compliance

Employee will comply with all applicable laws and regulations, including:

• The Health Insurance Portability and Accountability Act (HIPAA), if applicable.
• Other federal regulations.

18. Performance Reviews

Employee will receive periodic performance reviews.

Employee’s performance will be evaluated based on customer satisfaction metrics and other performance standards.

Failure to meet minimum performance standards may result in disciplinary action, up to and including termination.

19. Workplace Accommodations

Employee may request workplace accommodations or modifications under the Montana Disability Rights statute.

Employer will provide reasonable accommodations to qualified individuals with disabilities.

Support will be provided for remote employees, as needed.

20. Dispute Resolution

Employer encourages internal complaint resolution.

Any disputes arising out of or relating to this Agreement shall be governed by the laws of the State of Montana.

The courts of Montana shall have jurisdiction over any such disputes.

Option A: Employer and Employee agree to mediate any disputes before resorting to litigation.

Option B: Employer and Employee agree to submit any disputes to binding arbitration.

21. Whistleblower Protection

Employee is encouraged to report any illegal or unethical conduct through Employer’s whistleblower hotline.

Employee is protected from retaliation for reporting such conduct, as provided by Montana law.

22. Employee Rights

No provision of this Agreement shall override any employee rights protected by the National Labor Relations Act, Montana wage and hour laws, or occupational licensing statutes.

23. Entire Agreement

This Agreement constitutes the entire agreement between the parties and supersedes all prior agreements and understandings, whether written or oral.

24. Amendment

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

25. Severability

If any provision of this Agreement is held to be invalid or unenforceable, the remaining provisions shall remain in full force and effect.

Employee acknowledges receipt of the Employee Handbook, which is incorporated herein by reference.

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

____________________________

[Company Name]

By: [Employer Signature]

Name: [Employer Printed Name]

Title: [Employer Title]

____________________________

[Employee Name]

By: [Employee Signature]

Name: [Employee Printed Name]