Nebraska customer service representative employment contract template

Nebraska Customer Service Representative Employment Contract

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

Position and Responsibilities

The Employer hereby employs the Employee, and the Employee hereby accepts employment, as a full-time Customer Service Representative.

The Employee's responsibilities shall include, but not be limited to:

• Handling incoming and outgoing customer calls.
• Responding to customer inquiries via phone, email, live chat, or in-person.
• Managing customer complaints and resolutions.
• Processing orders or returns.
• Performing account maintenance.
• Conducting customer satisfaction follow-ups.
• Accurately documenting all customer interactions in the company’s CRM.

Required Skills

The Employee is required to possess and maintain the following skills:

• Effective verbal and written communication.
• Conflict de-escalation skills.
• Familiarity with company products or services.
• Proficiency with support software and telephone systems.
• Data privacy awareness.
• Professionalism in all customer interactions.

Work Schedule and Location

The Employee's shift schedule will be [Schedule Details, e.g., Monday-Friday, 9:00 AM - 5:00 PM].

The Employee is expected to work [Number] hours per week.

The Employee’s designated work location is:

• Option A: On-site at [Nebraska Work Location Address].
• Option B: Remote, subject to the following conditions:
  • Access to a secure internet connection.
  • Use of company-provided hardware.
  • Adherence to company data protection procedures.
  • Monitoring and/or recording of customer service calls as permitted by Nebraska law.
• Option C: Hybrid (specify on-site days/times and remote days/times): [Hybrid Schedule Details].

Reporting Structure

The Employee will report to [Supervisor Name], [Supervisor Title].

The Employee will participate in team meetings and training as required.

Escalation procedures for complex customer issues will be as follows: [Escalation Procedures Details].

Employment Type, Hours, and Breaks

The Employee's employment is full-time.

The Employee is expected to work a minimum of [Number] hours per week.

Overtime:

• Option A: Employee is eligible for overtime pay in accordance with the Nebraska Wage and Hour Act and the FLSA, calculated at one and one-half times the regular rate of pay for hours worked over 40 in a workweek. Overtime must be pre-approved by [Supervisor Name/Title].
• Option B: Employee is not eligible for overtime pay due to [Exemption Reason, e.g., being an exempt employee under the FLSA].

Meal and Rest Breaks:

• Option A: Employee will receive a [Length] unpaid lunch break and [Number] paid [Length] rest breaks.
• Option B: Employee will receive no designated breaks, as Nebraska law does not require them. However, the employee is encouraged to take short breaks as needed, consistent with maintaining productivity and customer service standards.
• All breaks must be recorded according to company policy: [Break Recording Policy].

Attendance Recordkeeping: Employee is required to accurately record all hours worked using [Timekeeping System Details].

Compensation

The Employee's compensation will be:

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

Payment Method:

• Option A: Direct Deposit to [Bank Name], account number [Account Number].
• Option B: Check, mailed to [Employee Address].

Withholdings: All applicable federal and Nebraska state taxes and other legally required withholdings will be deducted from the Employee's pay.

Overtime Pay: Overtime will be paid at one and one-half times the regular rate of pay for all hours worked over 40 in a workweek, if applicable.

Shift Differentials:

• Option A: Employee will receive a shift differential of [Dollar Amount or Percentage] for hours worked [Specify Conditions, e.g., on weekends, during night shifts].
• Option B: No shift differentials will be paid.

Bonuses or Incentives:

• Option A: Employee is eligible for performance-based bonuses or incentives based on [Bonus/Incentive Criteria, e.g., call quality, customer satisfaction metrics]. The details of the bonus/incentive program are outlined in [Document Name].
• Option B: Employee is not eligible for performance-based bonuses or incentives.

Benefits

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

• Medical, dental, and vision insurance (eligibility, waiting period, and cost-sharing details are outlined in [Benefit Plan Document]).
• Paid time off (PTO):
  • Vacation: [Number] days per year, accrued according to company policy.
  • Personal Days: [Number] days per year.
  • Sick Leave: [Number] days per year (or reference Employer's PTO policy, considering Nebraska does not mandate paid sick leave).
• Holidays: [List of Recognized Holidays].
• Retirement Plan:
  • Option A: 401(k) plan with Employer matching contribution as described in [Retirement Plan Document].
  • Option B: No retirement plan offered.
• Employee Assistance Program (EAP): Access to the EAP is provided.
• Continuing Education/Training Reimbursement: [Details of Reimbursement Policy].
• Garnishment or Wage Assignment Notices: Employer will comply with Nebraska law regarding any legal garnishment or wage assignment orders.

Intellectual Property

All intellectual property and work product created by the Employee during the course of employment, including customer communications, templates, and proprietary methodologies, shall be the sole and exclusive property of the Employer. The Employee agrees not to use or disclose such intellectual property outside of company business.

Confidentiality and Data Security

The Employee shall maintain the confidentiality of all customer personal and financial information, company trade secrets, and internal processes.

The Employee shall comply with Nebraska's Uniform Trade Secrets Act and all applicable industry data privacy standards.

The Employee is prohibited from unauthorized recording, sharing, or external use of customer interactions.

The Employee shall comply with all internal privacy policies.

Upon termination of employment, the Employee shall return or securely delete all customer and company data.

Professional Conduct and Customer Interaction Quality

The Employee shall conduct themselves professionally at all times and provide high-quality customer service.

The Employee shall comply with company scripts, customer privacy policies, and all applicable laws and regulations.

The Employee shall not engage in any abusive or harassing communication.

The Employee shall participate in quality assurance reviews.

Equal Opportunity Employment

The Employer is an equal opportunity employer and complies with all applicable state and federal anti-discrimination, anti-harassment, and equal opportunity employment laws, including Nebraska's categories of race, color, religion, sex, disability, age, marital status, national origin, genetic information, and any other protected status under Neb. Rev. Stat. § 48-1101 et seq. The Employer's diversity policies and complaint reporting mechanisms are outlined in [Diversity Policy Document].

At-Will Employment

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 and with or without notice, subject to applicable law. This at-will employment relationship does not affect any contractual rights the Employee may have as outlined in this agreement.

Termination

Termination Procedures:

• Option A: The Employee is required to provide [Number] days' written notice of resignation.
• Option B: No specific notice period is required for resignation.

The Employer may terminate the Employee's employment at any time for any lawful reason.

Upon termination, the Employee shall receive a final paycheck in accordance with Nebraska law (final paycheck due by the next regular payday).

Unused PTO will be paid out according to company policy: [PTO Payout Policy].

The Employee shall return all company property upon termination.

Continuation of benefits will be offered in accordance with COBRA or state continuation rules.

Layoff and Reduction in Force

In the event of a layoff or reduction in force, the Employer will follow its established policies, which are available for review upon request.

The Employee is protected against retaliation for lawful off-duty conduct or for filing complaints as protected by the Nebraska Whistleblower Act and the Wage Payment and Collection Act.

Restrictive Covenants

Non-Solicitation: The Employee agrees not to solicit the Employer's customers for a period of [Number] months following termination of employment. The restricted area is defined as [Geographic Area]. This applies only to customers with whom the employee had direct contact during their employment.

Non-Compete:

• Option A: The Employee agrees not to engage in any work that is in direct competition with [Specifically Defined Competitor Activities] for a period of [Number] months following termination of employment within the [Geographic Area]. The Employer acknowledges that this non-compete agreement is subject to limitations under Nebraska law.
• Option B: There is no non-compete agreement.

Employee acknowledges that these restrictive covenants are subject to state law limitations.

Compliance with Laws

The Employer and Employee shall comply with all applicable wage and hour, workplace safety, and workers' compensation laws under the Nebraska Workers' Compensation Act.

The Employer will notify the Employee of their rights and provide details of the Employer's workers' compensation coverage.

Complaint and Dispute Resolution

Any complaints or disputes arising out of or relating to this Agreement shall be resolved as follows:

• In-house HR reporting and investigation.
• Opportunity for Employee statement.
• Escalation to Nebraska state agencies or civil action.
• Option A: Mediation or arbitration in [City, Nebraska] under Nebraska law.
• Option B: No mediation or arbitration required.

Wage Deductions

Any deductions from the Employee's wages for uniforms, equipment, or property shortages will be made only with the Employee's written consent and in compliance with Nebraska Wage Payment and Collection Act § 48-1230.

Lactation Breaks

The Employer will provide reasonable break time and a suitable location for lactation, as required by the Nebraska Fair Employment Practice Act.

Background Check and Pre-Employment Screening

The Employee's employment is contingent upon successful completion of a background check and pre-employment screening in compliance with Nebraska and federal law. The Employer will obtain the Employee's consent prior to conducting such screenings and will follow the adverse action process if necessary.

Drug Testing and Workplace Substance Abuse Policy

The Employee is subject to the Employer's drug testing and workplace substance abuse policy, as outlined in [Drug Testing Policy Document].

Disability Accommodation

The Employer will provide reasonable accommodations to qualified individuals with disabilities in accordance with the Nebraska Fair Employment Practice Act.

Workplace Injuries

The Employee is required to report any workplace injuries or unsafe conditions immediately to [Contact Person/Department].

The Employer prohibits retaliation against employees who report workplace injuries or unsafe conditions.

Signatures

This Agreement shall be governed by and construed in accordance with the laws of the State of Nebraska.

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

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

Each party acknowledges that they have read and understand this Agreement and have had the opportunity to seek legal counsel.

[Employer Full Legal Name]

By: [Employer Representative Name]

Title: [Employer Representative Title]

Date: [Date]

[Employee Full Legal Name]

Signature: ____________________________

Date: [Date]