Ohio call center representative employment contract template

Ohio Call Center Representative Employment Contract

This Call Center Representative Employment Contract (the “Agreement”) is made and entered into as of this [Date], by and between [Company Name], an Ohio [Corporation/LLC/Partnership], with its principal place of business at [Company Address] (the “Employer”), and [Employee Name], residing at [Employee Address] (the “Employee”).

Employment Position and Duties

Option A: Position - Call Center Representative. The Employee is hired as a full-time Call Center Representative and will report to [Supervisor Name/Team].

Option B: Duties - The Employee will perform the following duties:

• Handling inbound and outbound customer calls.
• Responding to customer inquiries via phone, email, and chat.
• Providing product and service information to customers.
• Troubleshooting customer issues and complaints.
• Conducting follow-up calls and surveys to ensure customer satisfaction.
• Documenting all call details and customer interactions in [CRM System Name].
• Adhering to call scripts and quality guidelines provided by the Employer.
• Meeting performance metrics, including average handle time, first call resolution rate, customer satisfaction scores, adherence rate, and call volume targets.
• Escalating complex customer issues to appropriate personnel.
• Maintaining data entry accuracy and ensuring confidentiality of customer information.
• Complying with all call monitoring and recording policies.

Work Location

Option A: On-Site - The Employee's primary work location will be at [Company Address].

Option B: Remote - The Employee will work remotely from [Employee Address]. The employee is responsible for providing a secure workspace and internet connection. The employer will provide equipment, including a headset and computer.

• Further details regarding remote work policies are outlined in [Remote Work Policy Document Name/Location].

Employment Status and Work Hours

Option A: Full-time - The Employee's employment status is full-time, as defined by Ohio Department of Labor standards.

Option B: Work Hours - The standard work hours are 40 hours per week. The Employee is required to maintain scheduling flexibility, which may include shifts, evenings, weekends, and overtime.

Option C: Break Policy - Employees are entitled to [Number] minute(s) of paid rest breaks and [Number] minute(s) of unpaid lunch break per [Number] hour(s) worked, as required by Ohio law.

Compensation

Option A: Hourly Rate - The Employee will be paid an hourly rate of [Dollar Amount] per hour.

Option B: Salary - The Employee will be paid an annual salary of [Dollar Amount], payable [Pay Frequency, e.g., bi-weekly].

Overtime - Overtime will be paid at a rate of one and one-half (1.5) times the Employee's regular rate of pay for all hours worked over 40 in a workweek, as required by the Fair Labor Standards Act and Ohio Revised Code.

Option C: Bonus/Commission - The Employee may be eligible for performance-based bonuses or commissions as outlined in the [Bonus/Commission Plan Document Name].

Option D: Shift Differential - The employee may be eligible for shift differential for working [Describe shifts eligible for differential, e.g., nights or weekends] at a rate of [Dollar amount or percentage].

Benefits

Option A: Benefits Package - The Employee will be eligible for the following benefits, subject to the Employer's eligibility requirements and plan documents:

• Health Insurance
• Dental Insurance
• Vision Insurance
• Retirement Plan / 401(k)
• Paid Vacation ([Number] days per year)
• Paid Sick Leave ([Number] days per year, in compliance with applicable Ohio or municipal requirements)
• Paid Holidays ([List Holidays])
• Wellness Offerings
• Transportation Subsidies (if applicable)
• Tuition Assistance (if applicable)

Eligibility - Benefit eligibility and waiting periods are defined in the Employer's benefits plan documents.

Confidentiality

Confidential Information - The Employee acknowledges that during the course of employment, they will have access to confidential information, including customer data, call recordings, personal information, and sensitive company information.

Non-Disclosure - The Employee agrees to maintain the confidentiality of all such information and not disclose it to any third party. Unauthorized call recording, data extraction, or external disclosure of any customer or company information is strictly prohibited.

Ohio Law - This provision complies with Ohio privacy rules and applicable federal regulations, including TCPA and HIPAA (if applicable).

Call Monitoring and Recording

Monitoring Policy - The Employee acknowledges that their calls may be monitored and recorded for quality assurance and training purposes.

Ohio Law - This practice complies with Ohio's one-party consent wiretap law.

Compliance with Policies and Procedures

Adherence - The Employee agrees to adhere to all call center operations manuals, customer interaction protocols, and escalation guidelines.

Conduct - The Employee agrees to maintain professional conduct, attendance, and punctuality, and to comply with all company policies regarding workstation use, login/password security, and personal device usage during work hours.

Training and Onboarding

Training Period - The Employee will participate in a training and onboarding period, including required training modules on customer communication, product knowledge, complaint resolution, and Ohio/federal compliance.

Evaluation - The Employee's performance during the training period will be evaluated based on established criteria.

Ongoing Development - The Employee is expected to engage in ongoing skills development relevant to call center work.

Intellectual Property

Ownership - All call scripts, call handling procedures, training materials, and improvements to call processes are owned by the Employer and subject to confidentiality.

Restrictive Covenant

Non-Solicitation - The Employee agrees not to solicit customers or co-workers for [Duration] following termination of employment. This restriction is limited in time, scope, and geography to protect the Employer's legitimate business interests, consistent with Ohio law.

Option A: Non-Compete - [Include if applicable, but should be narrowly tailored and reviewed by legal counsel. If omitted, delete this option. Non-Compete details here must comply with Ohio laws for enforceability]

Option B: Non-Compete - *[Alternate Non-Compete details]*

At-Will Employment

At-Will - The Employee's employment is at-will, meaning either party may terminate the employment relationship at any time, with or without cause or notice, except as may be provided by a collective bargaining agreement or written company policy.

Resignation - Employee agrees to provide [Number] weeks written notice of resignation.

Final Pay - Upon termination, the Employee will receive final pay, including accrued but unused vacation, and will return all company property.

Disciplinary Action

Progressive Discipline - The Employer will follow a progressive disciplinary procedure for performance or conduct issues, including verbal warning, written warning, suspension, and termination, consistent with company policies and Ohio law.

Anti-Harassment and Anti-Discrimination

EEO - The Employer is an equal opportunity employer and prohibits harassment and discrimination based on race, color, religion, sex, national origin, military status, disability, age (40+), or any other protected status under federal and Ohio law, including the Ohio Revised Code and the Ohio Civil Rights Commission.

Retaliation - Retaliation against any employee for complaining of or participating in an investigation of discrimination or harassment is strictly prohibited.

Workplace Safety

Safety - The Employer is committed to providing a safe workplace in compliance with OSHA and Ohio law, including addressing workstation ergonomics, anti-fatigue practices, and mental health support.

Workers' Compensation - The Employee may be eligible for workers' compensation under Ohio law. Workplace injuries must be reported according to company policy.

Electronic Monitoring

Monitoring - The Employee acknowledges that the Employer may monitor electronic communications, including calls, emails, and instant messages, in compliance with Ohio law. Data security expectations are detailed in the company's IT policy.

Additional Requirements

Option A: Language Fluency - If applicable, the Employee must maintain fluency in [Language].

Option B: Collections Calls - If applicable, the Employee must comply with TCPA and FDCPA regulations for debt collection calls.

Governing Law

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

Dispute Resolution

Process - Any disputes arising out of or relating to this Agreement shall be resolved through [Internal Grievance Procedure/Mediation/Arbitration]. The Employee acknowledges their rights under Ohio and federal statutes.

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]

Optional Acknowledgement:

I acknowledge receipt of the Employee Handbook, Policies, and ancillary agreements (including [List any ancillary agreements, e.g., HIPAA, Data Use Consent, Arbitration Agreement]).

____________________________

[Employee Name]

Date: [Date]