North Dakota customer service representative employment contract template

North Dakota Customer Service Representative Employment Agreement

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

Position and Duties

• The Employer hereby employs Employee as a Customer Service Representative.
• Employee's duties include, but are not limited to:
  • Handling inbound and outbound customer calls.
  • Responding to customer inquiries via email and chat.
  • Resolving customer issues and complaints.
  • Processing customer orders.
  • Maintaining customer accounts.
  • Providing product and service information.
  • Documenting customer interactions in the company's CRM system.
  • Escalating customer complaints according to company protocol.
  • Adhering to company-specific customer service standards.

Training

• Employee will participate in required training programs.
• Topics include system operation, customer interaction standards, privacy compliance, and product/service knowledge.
• Training will be provided by [Trainer Name or Department].

Reporting Structure and Teamwork

• Employee will report directly to [Supervisor Name and Title].
• Employee is expected to work collaboratively with other customer service representatives and related departments to ensure efficient and effective customer service.

Work Location

• The primary work location is [Workplace Address], located in North Dakota.
• Option A: The position is primarily on-site.
• Option B: The position is hybrid (partially remote).
• Option C: The position is fully remote.
• If the position is hybrid or fully remote:
  • Employer will provide necessary equipment (e.g., computer, headset).
  • Employee must maintain a secure internet connection.
  • Employee is responsible for customer data security procedures.
  • Employee must maintain an appropriate work environment, compliant with company policies and North Dakota law.

Employment Type and Work Hours

• Employment is full-time.
• Standard work hours are 40 hours per week.
• Option A: Fixed Shift: [Shift Time].
• Option B: Rotating Shift: [Shift Rotation Details].
• Employee's meal and rest breaks will comply with North Dakota labor laws.
  • Option A: Employee will receive a [Duration] minute unpaid meal break and [Number] paid rest breaks per shift.
  • Option B: Employee will receive a [Duration] minute paid meal break and [Number] paid rest breaks per shift.
• Attendance and punctuality are essential.
• Overtime will be compensated at 1.5 times the regular hourly rate, as required by North Dakota and federal law.
  • Overtime requires prior approval from [Supervisor Name/Title].

Compensation

• Employee will be paid at an hourly rate of [Hourly Wage] per hour or an annual salary of [Annual Salary].
• Overtime will be paid at the rate of 1.5 times the regular hourly rate.
• Pay period is [Pay Period Frequency, e.g., bi-weekly].
• Payment will be made via [Payment Method, e.g., direct deposit].
• Lawful payroll deductions will be made.
• Option A: Performance-based bonuses may be awarded based on company and individual performance metrics outlined in the Bonus Plan (attached).
• Option B: Customer satisfaction incentives may be awarded based on customer feedback scores and call resolution rates as defined by company policy.
• Option C: No bonuses or incentives are currently offered.

Benefits

• Employee is eligible for benefits as outlined in the Employer's benefits package.
• Benefits include:
  • Employer-sponsored health insurance.
  • Dental insurance.
  • Vision insurance.
  • Retirement or 401(k) plan.
  • Life insurance.
  • Paid time off (vacation, sick leave, personal days).
  • North Dakota state-recognized holidays.
  • Leave policies (FMLA, military, bereavement, jury duty).
  • Employee assistance program.
• Eligibility, waiting periods, and pro-rata rules apply as detailed in the employee handbook.

Job-Specific Training and Professional Development

• Employee will participate in job-specific training related to customer relations, compliance with state and industry regulations, crisis management, and communication skills.
• Option A: Employer will cover the cost of professional certifications related to customer service.
• Option B: Employee will be responsible for the costs associated with professional certifications.
• Mandatory completion deadlines for training will be communicated to Employee.

Confidentiality

• Employee agrees to maintain the confidentiality of customer information, company procedures, and personal data encountered during employment.
• Employee will comply with federal and North Dakota privacy and data security laws.

Intellectual Property

• Any process improvements or customer scripts created by Employee during employment are the sole property of Employer.

Standards of Professional Conduct and Appearance

• Employee will maintain a professional appearance and conduct themselves in a professional manner at all times.
• Employer may monitor and record calls, emails, and chats for quality assurance purposes, in compliance with North Dakota law. Employee acknowledges and consents to such monitoring and recording.
• Employee will comply with Employer's social media usage policy.
• Rude, abusive, or discriminatory conduct toward customers or colleagues is strictly prohibited.

Anti-Discrimination and Harassment

• Employer is an equal opportunity employer and does not discriminate on the basis of race, color, religion, sex, national origin, age, disability, marital status, or any other protected characteristic under North Dakota or federal law.
• Employer prohibits harassment of any kind. Employee should report any incidents of discrimination or harassment to [HR Department/Contact Person].

Occupational Health and Safety

• Employer will comply with all applicable federal and North Dakota occupational health and safety laws.
• Employee will maintain an ergonomic workspace.
• Employee will follow any pandemic-specific protocols.
• Employee has the right to report unsafe working conditions.

At-Will Employment and Termination

• Employment is at-will, meaning either party may terminate the employment relationship at any time, with or without cause, subject to applicable law.
• Option A: Employer requires [Number] days/weeks written notice of resignation.
• Option B: Employer does not require a specific notice period for resignation.
• Upon termination, Employee will receive final pay in accordance with North Dakota law (within 15 days of termination).
• Employee will return all Employer property upon termination.

Disciplinary Procedures

• Employer utilizes progressive discipline.
• Grounds for immediate termination include, but are not limited to, data breaches, rude treatment of customers, and unauthorized discounts.

Non-Compete and Non-Solicitation

• Employee acknowledges that no non-compete agreement is being entered.
• Employee agrees not to solicit Employer's customers or employees for a period of [Number] months following termination of employment.

Drug and Alcohol Policy

• Employee is subject to Employer's drug and alcohol policy, as outlined in the employee handbook.
• Option A: Post-accident drug testing may be required.
• Option B: Employer does not conduct post-accident drug testing.

Background Checks and References

• Option A: Employment is contingent upon successful completion of a background check and reference verification.
• Option B: No background check or reference verification is required.
• Employee must maintain good conduct throughout employment.

Time Tracking and Shift Coverage

• Employee will accurately track their time worked using [Time Tracking System].
• Procedures for shift swapping and coverage are outlined in the employee handbook.
• Requests for schedule changes must be submitted to [Supervisor Name/Title] in accordance with company policy.

Dispute Resolution

• Employer encourages employee grievance reporting.
• Option A: Any disputes arising out of this Agreement will be resolved through mediation.
• Option B: Any disputes arising out of this Agreement will be resolved through binding arbitration in [City, County, ND].
• This Agreement shall be governed by the laws of the State of North Dakota.

Workers' Compensation

• Employee is covered by North Dakota workers' compensation insurance.
• Employee must report any work-related injuries to [Designated Person/Department].

Notice of Rights

• Employee acknowledges receipt of the North Dakota Human Rights Act and FLSA poster.

Modifications

• Any modifications to this Agreement must be in writing and signed by both parties.

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

[Employer Legal Name]

By: [Employer Representative Name]

Title: [Employer Representative Title]

[Employee Legal Name]

Signature: ____________________________

Date: [Date]