New Jersey customer service representative employment contract template

New Jersey Customer Service Representative Employment Contract

This New Jersey Customer Service Representative Employment Contract (the "Agreement") is made and entered into as of [Date] by and between [Employer Name], a [State] [Entity Type] with its principal place of business at [Employer Address] ("Employer"), and [Employee Name], residing at [Employee Address] ("Employee").

1. Position:

Option A: The Employer hereby employs the Employee as a Customer Service Representative.

Option B: The Employee shall perform the duties of Customer Service Representative, and such other duties as may be assigned from time to time.

The Employee's job responsibilities include, but are not limited to:

• Direct customer communications via phone, email, live chat, or in-person.
• Recording and managing customer inquiries, complaints, feedback, and service requests.
• Providing detailed product or service information.
• Troubleshooting customer issues within company policies.
• Escalating complex issues to appropriate departments per established protocols.
• Maintaining accurate customer records and logs in customer relationship management (CRM) systems.
• Enforcing company service quality standards.
• Adherence to all script usage, call handling metrics, and communication etiquette standards required in the customer service domain.

2. Performance Metrics & Reporting:

Option A: Employee's performance will be measured based on customer satisfaction scores, response times, call handling time, resolution rates, and compliance with departmental quality assurance reviews.

Option B: Employee shall report to [Supervisor Name], [Supervisor Title], and is expected to collaborate with call center teams and other departments.

3. Work Location:

Option A: The Employee's primary work location will be at the Employer's office located at [Employer Address] in New Jersey.

Option B: The Employee will work remotely/hybrid, subject to Employer's remote work policy, including data protection and secure handling of customer data.

4. Employment Type & Work Hours:

Option A: The Employee's employment is full-time, as defined by New Jersey law.

Option B: The Employee will work approximately [Number] hours per week, with a regular shift schedule of [Start Time] to [End Time], [Days of the Week]. Weekend/holiday rotation policies apply as follows: [Details].

Employee is entitled to a 30-minute meal break for shifts over 6 hours, as per New Jersey Department of Labor guidance.

5. Overtime:

Option A: For non-exempt employees, overtime will be paid at 1.5 times the regular rate for hours worked over 40 in a workweek, as required by New Jersey law.

Option B: Overtime requires prior approval from [Supervisor Name].

6. Compensation:

Option A: The Employee's salary/hourly rate will be [Dollar Amount] per [Hour/Year], payable [Weekly/Biweekly/Semimonthly] via [Direct Deposit/Check].

Option B: Employee is eligible for [Shift Differentials/Bonuses] as detailed in the Employer's compensation policy.

7. Benefits:

Option A: The Employee is eligible for benefits, including health, dental, and vision insurance, subject to the terms of the Employer's benefit plans.

Option B: The Employee is eligible for paid time off, including vacation, sick leave, and personal days, in accordance with New Jersey's Paid Sick Leave law (minimum 40 hours/year).

8. Statutory Leaves:

Option A: Employee is entitled to statutory leaves, including FMLA, NJ Family Leave Act, and safe/sick leave, as applicable.

Option B: Employer provides worker’s compensation and short-term disability insurance as mandated by New Jersey law.

9. Training & Development:

Option A: Employee will receive paid/unpaid mandated training in product knowledge, communication skills, and system updates.

Option B: Employer's policy on ongoing professional development and reimbursement is [Details].

10. Confidentiality:

Option A: Employee agrees to maintain the confidentiality of customer personal information, sensitive data, and company proprietary information, complying with the New Jersey Identity Theft Prevention Act.

Option B: Employee must adhere to all industry-specific privacy standards (e.g., PCI DSS).

11. Code of Conduct:

Option A: Employee agrees to adhere to the Employer's code of conduct, including standards for professional communication, dress code (if applicable), punctuality, and interactions with difficult customers.

Option B: Employee must comply with anti-bias, anti-discrimination, and anti-harassment policies.

12. Monitoring Practices:

Option A: Employee acknowledges that their communications may be monitored, including call recordings and remote agent monitoring, in compliance with New Jersey's Wiretapping and Electronic Surveillance Control Act.

Option B: The Employer will provide notice of monitoring practices.

13. Technology Use & Data Security:

Option A: Employee agrees to use technology and handle data responsibly, adhering to cyber-risk protocols.

Option B: Employee acknowledges responsibility for secure handling of CRM systems, customer data, and email.

14. Non-Retaliation:

Option A: Employer will not retaliate against employees for reporting workplace concerns, whistleblower actions, or customer complaints, as required by the New Jersey Conscientious Employee Protection Act.

15. Outside Employment:

Option A: Employee must disclose any outside employment or business activities that may conflict with their duties as a Customer Service Representative.

Option B: Employee agrees to comply with Employer's conflict of interest policy.

16. Exempt/Non-Exempt Status:

Option A: Employee is classified as [Exempt/Non-Exempt] under the New Jersey Wage and Hour Law.

Option B: This classification and compensation may be adjusted if state law requirements change.

17. Workplace Accommodations:

Option A: Employer will provide reasonable workplace accommodations for disability, medical needs, or pregnancy, as required by the New Jersey Law Against Discrimination (NJLAD).

Option B: Employee should follow the Employer’s process for requesting accommodations.

18. Complaint Reporting & Anti-Harassment:

Option A: Employer has a complaint reporting and anti-harassment investigatory process, referencing coverage under the New Jersey Law Against Discrimination.

Option B: Employer prohibits discrimination based on gender, race, age, religion, sexual orientation, gender identity, disability, national origin, and other protected categories under NJ law.

19. Discipline & Termination:

Option A: Employee's employment is at-will, as permissible under New Jersey law.

Option B: Employer may terminate employment for performance issues, misconduct, or position elimination. Employee may resign voluntarily.

The Employer requires [Number] days' notice for voluntary resignation.

Employer may terminate employment immediately for gross misconduct or privacy breach.

Severance policy, if any, is [Details].

Final pay will be provided on the next regular payday, as required by New Jersey law.

20. Exit Procedures:

Option A: Upon termination, Employee must return all company equipment, security badges, customer data, and training materials.

21. Post-Termination Obligations:

Option A: Employee agrees to non-disparagement, non-solicitation of customers or employees, and confidentiality restrictions post-termination.

Option B: Non-compete clauses are generally unenforceable for customer service roles in New Jersey except under narrow circumstances.

22. Dispute Resolution:

Option A: Any disputes will be resolved through internal resolution, followed by mediation or arbitration.

Option B: New Jersey law and venue shall govern any dispute resolution process.

23. Industry Regulations:

Option A: Employee agrees to comply with all relevant customer service industry regulations, including sector-specific requirements (e.g., HIPAA, FDCPA).

24. Workplace Safety & Mental Health:

Option A: Employee will participate in workplace safety, mental health, de-escalation, and stress management training as appropriate.

25. Equal Employment Opportunity:

Option A: Employer is an equal employment opportunity employer, meeting New Jersey and federal (EEOC) standards.

Option B: Employee can report discriminatory or harassing customer behavior through [Reporting Channel].

26. Performance Evaluations:

Option A: Employee will receive periodic performance evaluations based on customer service–specific metrics.

Option B: Merit increase or promotion process is [Details]. Employee has the right to access their personnel file as allowed by New Jersey law.

27. Acknowledgment:

Option A: Employee acknowledges receipt and understanding of the Employer's employee handbook, customer service scripts, escalation procedures, and all workplace rules and policies.

28. Modification:

Option A: These terms are modifiable or adjustable to meet company-specific practices within the boundaries of current New Jersey law and industry standards.

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

____________________________

[Employer Name]

By: [Employer Representative Name]

Title: [Employer Representative Title]

____________________________

[Employee Name]