New Hampshire customer service representative employment contract template

New Hampshire Customer Service Representative Employment Contract

This New Hampshire Customer Service Representative Employment Agreement ("Agreement") is made and entered into as of [Date], by and between:

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

1. Position and Job Duties

Employee is hired as a full-time Customer Service Representative.

• Option A: Primary Responsibilities: Employee will perform the following duties:
  • Responding to customer inquiries via phone, email, chat, and in-person.
  • Troubleshooting and resolving service or product issues.
  • Providing product, service, and company policy information.
  • Entering and updating accurate customer data in company systems.
  • Handling escalations in accordance with company protocols.
  • Processing orders, refunds, returns, and customer requests.
  • Conducting follow-up communications for complex inquiries.
  • Adhering to scripts and quality standards.
  • Maintaining up-to-date knowledge of products, campaigns, and procedures through required in-service training sessions.
  • Tracking and reporting customer feedback and trends to management.
  • Ensuring strict compliance with data privacy and confidentiality policies, including handling of personally identifiable information according to state and federal law.
• Option B: Additional Responsibilities: In addition to the duties above, Employee may be assigned other related duties as required.

2. Required Skills and Experience

Employee represents and warrants that they possess the following skills and experience:

• Option A: Minimum Requirements:
  • High school diploma or equivalent.
  • [Number] years of prior customer service experience.
  • Proficiency in [Software/Platform].
  • Excellent communication skills.
  • Typing speed of [Words Per Minute] WPM.
  • [Language Requirements, e.g., Bilingual in English and Spanish]
  • Demonstrated conflict de-escalation abilities.
• Option B: Preferred Qualifications:
  • Associate's or Bachelor's degree.
  • Experience with [Specific Industry] customer service.
  • Certifications in customer service best practices.

3. Reporting Structure

Employee will report directly to [Direct Supervisor Name], [Direct Supervisor Title], and indirectly to [Department Name].

4. Work Location

• Option A: Primary Work Location: Employee's primary work location is [Address of Work Location in New Hampshire].
• Option B: Remote/Hybrid Arrangement:
  • Employee may work remotely [Number] days per week.
  • Employer will provide the following equipment: [List of Equipment].
  • Employee is responsible for maintaining a safe and ergonomic workspace.
  • Employee is responsible for ensuring secure internet access.
  • Remote workspace setup must meet the following standards: [List Standards, e.g., Dedicated workspace free from distractions].

5. Work Schedule

• Option A: Standard Schedule: Employee's standard work schedule is [Number] hours per week, [Days of the week], from [Start Time] to [End Time].
• Option B: Shift Scheduling:
  • Employee's work schedule may vary based on business needs.
  • Employee will receive at least [Number] days' notice of any schedule changes.
• New Hampshire Required Break Policy: Employee will be provided a 30-minute meal break for every five (5) consecutive hours of work, as required by New Hampshire law.

6. Overtime Compensation

• Overtime will be authorized in advance by [Name/Title of Authorizing Party].
• Employee will be compensated for overtime hours (hours worked over 40 in a workweek) at a rate of one and one-half (1.5) times their regular hourly rate, in accordance with New Hampshire and federal law.
• Employee's time will be tracked using [Time Tracking Method].

7. Compensation

• Option A: Hourly Rate: Employee's hourly rate is [Dollar Amount].
• Option B: Annual Salary: Employee's annual salary is [Dollar Amount], payable in [Pay Frequency, e.g., bi-weekly] installments.
  • Pay Method: [Direct Deposit or Check]
• Option C: Bonus/Incentives
  • Employee may be eligible for performance bonuses based on [Bonus/Incentive Criteria].
  • Customer satisfaction incentives, if applicable to customer service roles

8. Benefits

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

• Health, dental, and vision insurance. [Describe eligibility and contributions]
• Paid sick leave, PTO, vacation days, and personal days. [Describe accrual and usage policies, compliant with NH law]
• Holidays: [List of Holidays]
• 401(k) or retirement plan. [Describe eligibility and employer match]
• Short/long-term disability insurance. [Describe coverage]
• Wellness benefits or Employee Assistance Program. [Describe services]
• Worker’s compensation insurance as mandated by New Hampshire law.

9. Confidentiality and Data Privacy

Employee agrees to protect customer information and comply with all applicable privacy laws, including New Hampshire and federal laws such as [List Applicable Laws, e.g., GLBA, HIPAA]. Unauthorized disclosure or use of company/customer data is strictly prohibited and will result in disciplinary action, up to and including termination.

10. Workplace Harassment and Discrimination

Employer strictly prohibits workplace harassment, discrimination, or retaliation in accordance with New Hampshire anti-discrimination laws (RSA 354-A) based on race, creed, color, sex (including pregnancy), age, marital status, sexual orientation, gender identity, disability, veteran status, or national origin. Employee agrees to report any instances of harassment or discrimination to [Designated Contact Person/Department].

11. Behavioral Standards and Performance Expectations

Employee is expected to adhere to the following behavioral standards and performance expectations:

• Professionalism in all customer interactions.
• Adherence to company communication and dress code standards.
• Punctuality and attendance reliability.
• Adherence to customer relationship management protocols.
• Maintenance of call or interaction quality metrics.
• Adherence to acceptable error rate thresholds.
• Appropriate handling of difficult or abusive customers in accordance with company policy.

12. Use of Employer Equipment and Technology

Employee's use of employer equipment, technology, and software is subject to the following requirements:

• Adherence to system security protocols.
• Careful maintenance of headsets, phones, and other equipment.
• Restrictions on personal device use in work areas.
• Compliance with the company's social media policy.

13. Grievance and Internal Complaint Procedures

Employee may report grievances or complaints related to their work environment or treatment to [Designated Contact Person/Department]. The Employer will investigate and address such complaints in a timely and impartial manner.

14. At-Will Employment

Employee's employment is at-will, meaning that either Employer or Employee may terminate the employment relationship at any time, with or without cause or notice, subject to the provisions regarding final pay under New Hampshire law.

• Option A: Probationary Period:
  • The first [Number] days of employment will constitute a probationary period.
• Option B: Performance Review:
  • Employee's performance will be reviewed [Frequency, e.g., annually].

15. Termination and Separation

• Option A: Voluntary Resignation:
  • Employee is expected to provide [Number] weeks' written notice of resignation.
• Option B: Involuntary Termination:
  • Employer may terminate Employee's employment with or without cause.
• Final Pay: Employee will receive all wages due within 72 hours of termination, as required by New Hampshire law (RSA 275:44).
• COBRA/Health insurance continuation options will be provided as required by law.
• Employee will return all company equipment upon termination.
• Employee's obligations regarding confidentiality and customer non-solicitation will continue after termination.

16. Post-Employment Covenants

• Option A: Non-Compete (Generally not recommended for non-managerial customer service roles in NH): Any non-compete agreement must be presented with the employment offer and signed prior to commencement of employment to be enforceable in New Hampshire (RSA 275:70).
• Option B: Non-Solicitation: Employee agrees not to solicit Employer's customers or employees for a period of [Number] months following termination.
• Option C: Non-Disparagement: Employee agrees not to disparage Employer following termination.

17. Dispute Resolution

Any disputes arising out of or relating to this Agreement will be resolved through the following procedures:

• Internal resolution.
• Mediation.
• If mediation is unsuccessful, arbitration or litigation in New Hampshire.

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

18. Compliance with Laws

Employer and Employee agree to comply with all applicable New Hampshire and federal labor, wage/hour, and OSHA safety standards. Employer will provide required state and federal posters and policy notifications.

19. Training and Recertification

Employee will participate in required training and recertification programs, including:

• Annual customer service training.
• Workplace safety training.
• Compliance and data security certifications, if applicable.

20. Union/Collective Bargaining

• Option A: No Union: Employee acknowledges that this position is not covered by a collective bargaining agreement.
• Option B: Union: Employee acknowledges that this position is covered by the [Union Name] collective bargaining agreement.

21. Changes to Terms and Conditions

Employer may modify the terms and conditions of employment upon providing Employee with written notice. Employee has the right to review and contest such changes.

22. Acknowledgment of Policies

Employee acknowledges receipt of and agreement to comply with Employer's policies regarding:

• Employee performance evaluations.
• Reward and recognition systems.
• Professional growth paths for customer service staff.

23. Required Notices and Postings

Employer will provide or make available required state and federal labor law notices and postings.

24. Miscellaneous

• This Agreement is subject to adjustment for role specificity, employer practices, and evolving legal requirements.
• Severability: If any provision of this Agreement is held to be invalid or unenforceable, the remaining provisions will remain in full force and effect.
• Entire Agreement: This Agreement constitutes the entire agreement between the parties with respect to the subject matter hereof and supersedes all prior or contemporaneous communications and proposals, whether oral or written.
• Amendment: This Agreement may be amended only by a written instrument signed by both Employer and Employee.

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

____________________________
[Employer Representative Name]

[Employer Representative Title]

[Employer Full Legal Name]

____________________________
[Employee Full Legal Name]