North Carolina customer service representative employment contract template

North Carolina Customer Service Representative Employment Contract

1. Agreement Title and Effective Date

Option A: This Agreement, titled "North Carolina Customer Service Representative Employment Contract," is made and effective as of [Date].

Option B: This Agreement, titled "Customer Care Specialist Employment Agreement," is effective [Date].

2. Parties

Option A: Employer: [Employer’s Legal Entity Name], a [State] corporation, with its principal place of business at [Employer’s Address] ("Employer"). Employer's North Carolina contact information is: [Employer NC Contact Name], [Employer NC Contact Title], [Employer NC Contact Phone], [Employer NC Contact Email].

Employee: [Employee’s Full Name], residing at [Employee’s Address] ("Employee"). Employee's contact information is: [Employee’s Phone], [Employee’s Email].

Option B: Employer: [Employer’s Legal Entity Name], located at [Employer’s Address]. Employee: [Employee’s Full Name], located at [Employee’s Address].

3. Work Location

Option A: The Employee's primary work location shall be [Specific Office Site Address], located in North Carolina.

Option B: The Employee is authorized to work remotely/telework from within North Carolina. The primary work location for tax purposes will be considered [Employee’s Address].

Option C: The Employee's work location will be [Specific Office Site Address], with occasional remote work as approved by [Manager's Title].

4. Job Title and Responsibilities

The Employee's job title is Customer Service Representative.

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

Responding to inbound customer inquiries via phone, email, chat, and other channels.

Managing complaint resolution and documentation.

Providing accurate product, service, or account information.

Processing orders or service requests.

Escalating unresolved issues according to protocol.

Maintaining service quality standards in accordance with North Carolina consumer protection and business practices.

Option A: The Employee will also be responsible for [Specific Additional Responsibility].

Option B: The Employee may be assigned additional responsibilities as needed.

5. Performance Expectations

The Employee is expected to:

Meet call handling metrics (e.g., Average Handle Time: [Target Time], First Contact Resolution: [Target Percentage]).

Adhere to scripts and policies.

Utilize CRM/ticketing/phone systems ([System Names]).

Comply with data privacy and security obligations.

Participate in required training, quality audits, and performance reviews.

Maintain professional conduct, courtesy, problem-solving skills, and adherence to company values.

Maintain acceptable attendance, punctuality, and workplace appearance.

Option A: Specific key performance indicators (KPIs) will be reviewed [Frequency, e.g., monthly].

Option B: Performance will be measured using the following metrics: [List of Metrics].

6. Employment Type and Work Schedule

The Employee is employed on a full-time basis.

The Employee's standard workweek will be [Number] hours.

Option A: The Employee's shift times are [Start Time] to [End Time], [Days of the Week].

Option B: The Employee may be required to work shift rotations, evenings, or weekends.

The Employee is entitled to North Carolina-compliant rest and meal breaks. Specifically, a [Length] minute meal break and two [Length] minute rest breaks.

Option A: The Employee is subject to on-call requirements as follows: [On-Call Details].

Option B: The Employee is not subject to on-call requirements.

7. Overtime

The Employee is [Exempt/Non-Exempt] from overtime under the Fair Labor Standards Act (FLSA) and North Carolina Wage and Hour Act.

Option A (Non-Exempt): Overtime is paid at 1.5x the regular rate for all hours worked over 40 in a workweek.

Option B: Overtime is [Pre-Approved/Not Permitted] without prior authorization from [Manager's Title].

Pay period: [Weekly/Bi-Weekly/Monthly].

Option A: Overtime is available.

Option B: Compensatory time is not available.

8. Compensation

The Employee's base [Salary/Hourly Wage] is [Amount] per [Year/Hour].

Option A: The Employee is eligible for a shift differential of [Amount] per [Hour/Shift] for [Specific Shifts].

Option B: The Employee is eligible for performance-based bonuses based on [Metrics]. The potential bonus amount is [Amount].

Payment Method: [Direct Deposit/Check].

Frequency: [Weekly/Bi-Weekly/Monthly].

Statutory Deductions: All required deductions in line with North Carolina laws, including state income tax, unemployment insurance, and social security contributions, will be withheld.

Option A: The Employee is eligible for commissions/incentives based on [Specific Goals].

Option B: The Employee is eligible for spot awards.

9. Benefits

Eligibility for benefits commences [Date/After a Waiting Period].

Health Insurance: [Coverage Details].

Dental Insurance: [Coverage Details].

Vision Insurance: [Coverage Details].

Life Insurance: [Coverage Amount].

Paid Time Off (PTO): [Number] days of annual leave and [Number] days of sick leave per year. Compliance with North Carolina requirements for parental/family leave and jury duty leave.

Holiday Policy: Observed holidays include [List of Holidays].

FMLA Eligibility: Subject to FMLA requirements.

North Carolina State Leave: Leave for domestic violence is available as required by North Carolina law.

Retirement Plan: [401(k) details/Other Retirement Plan].

Option A: Flexible Spending Accounts (FSA) are available.

Option B: Employee Assistance Program (EAP) is available.

Option C: Wellness/Mental Health Support (including de-escalation and stress management programs) is available.

Option D: Professional Development/Training or Tuition Reimbursement: [Details].

10. Equipment and Software

The Employer will provide the following equipment and software: [List of Equipment and Software].

The Employee is responsible for the proper maintenance and usage of Employer-provided equipment.

All Employer-provided equipment must be returned upon separation of employment.

The Employee must adhere to information security requirements, including PCI DSS compliance and redaction of customer data, and report any breaches according to the North Carolina Identity Theft Protection Act.

11. Confidentiality

The Employee agrees to maintain the confidentiality of all customer, company, and third-party information encountered during their employment.

Unauthorized sharing or use of sensitive data is strictly prohibited.

The Employee must comply with the Employer’s internal information security policies and North Carolina statutes on trade secrets and data privacy.

12. Non-Solicitation

The Employee agrees not to solicit the Employer’s customers or employees for a period of [Number] [Months/Years] following termination of employment.

This provision is subject to North Carolina law regarding non-solicitation agreements.

13. Non-Compete

Notice: Any non-compete clause must comply with North Carolina law (reasonable in time, territory, and scope, and tied to a legitimate business interest).

Option A: The employee agrees to a non-compete agreement as described in Appendix A.

Option B: No non-compete agreement is required.

14. Employee Conduct

The Employee is expected to conduct themselves professionally in all customer interactions.

The Employee must comply with all anti-discrimination, equal employment, and anti-harassment laws, including North Carolina statutes and protected characteristics.

The Employee must adhere to the company’s diversity and respectful workplace policies.

15. Reporting Structure and Performance Feedback

The Employee will report to [Manager's Title].

The Employee will receive performance feedback [Frequency, e.g., quarterly].

16. Probationary Period

Option A: The Employee will serve a probationary period of [Number] [Days/Weeks/Months].

Option B: There is no probationary period.

If there is a probationary period:

Criteria for passing probation: [List of Criteria].

Performance management procedures: [Details].

17. Disciplinary Action and Grievances

Disciplinary, grievance, and corrective action processes will be conducted according to North Carolina labor law and internal company procedures.

18. At-Will Employment and Termination

Employment is at-will, as permitted by North Carolina law.

Resignation: The Employee must provide [Number] [Days/Weeks] written notice. Notice may be delivered via [Acceptable Notice Methods].

Involuntary Termination: For cause, without cause, or reductions in force, the Employer may terminate employment.

Severance Pay or Benefits: [Details, or "None"].

Final Payment of Wages: All wages, including accrued and unused paid leave, will be paid according to North Carolina law.

Post-Termination Obligations: Return of equipment, continued confidentiality, and [Non-Disparagement Agreement, if applicable].

19. Dispute Resolution

Disputes will be resolved through an escalation process, starting with informal internal resolution and progressing to [Mediation/Arbitration].

Governing Law: This Agreement shall be governed by and construed in accordance with the laws of the State of North Carolina.

Venue: The venue for any legal action shall be [County] County, North Carolina.

20. Safety and Health

The Employer will comply with all applicable state and federal occupational safety and health laws.

The Employer will provide a safe workplace and clear protocols for workplace violence/harassment/bullying prevention.

Accommodations for persons with disabilities will be provided as required by the Americans with Disabilities Act and the North Carolina Persons with Disabilities Protection Act.

21. Mandatory North Carolina Notices

The Employee acknowledges receipt of the "Wage and Hour Notice to Employees" (NC Department of Labor).

E-Verify and employment eligibility requirements will be followed.

The Employee acknowledges review and documentation of all required policies (handbook, data security, code of conduct, etc.).

22. Additional Provisions

Option A: Schedule changes may occur with [Notice Period].

Option B: Remote work or travel requirements: [Details].

Option C: Employee expense reimbursements: [Details].

Any modifications to the terms of employment must be in writing and signed by both parties.

23. Entire Agreement, Severability, Assignment, and Amendment

This Agreement constitutes the entire agreement between the parties.

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

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

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

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

____________________________

[Employer Representative Name], [Employer Representative Title]

____________________________

[Employee’s Full Name]