Ohio customer service representative employment contract template

Ohio Customer Service Representative Employment Contract

This Ohio Customer Service Representative Employment Contract (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 Full Legal Name], residing at [Employee Address] (“Employee”).

1. Employment:

• The Employer hires Employee as a full-time Customer Service Representative.
  • Option A: Full-time
  • Option B: Part-time (if part-time, amend work hours accordingly)

2. Job Duties:

• Employee will perform the following duties:
  • Handling inbound and outbound customer communications via phone, email, or chat.
  • Managing and resolving customer complaints and inquiries.
  • Maintaining accurate records in CRM systems ([CRM System Name]).
  • Providing product/service information.
  • Following company scripts and customer service policies.
  • Upholding customer satisfaction metrics.
  • Processing orders, forms, applications, and requests.
  • Collaborating with team members to resolve escalated issues.
  • Adhering to specific call quality and productivity standards.
    • Option A: Detailed standards attached as Exhibit A.
    • Option B: Standards communicated separately via company policy.

3. Skills and Qualifications:

• Required skills and qualifications:
  • Minimum Education: [Education Level, e.g., High School Diploma]
  • Customer Service Experience: [Years of Experience] years.
  • Proficiency with call center or CRM software.
  • Specific Communication Abilities: Excellent verbal and written communication skills.
  • Required Certifications: [List Certifications, if any]
    • Option A: All certifications must be current and valid in Ohio.
    • Option B: Employer will provide necessary training for certification.

4. Performance Evaluation:

• Performance will be evaluated based on:
  • Customer satisfaction scores (CSAT).
  • Average handle time (AHT).
  • First call resolution rates (FCR).
  • Adherence to schedule.
  • Other KPIs: [List other KPIs]
    • Option A: Performance reviews will be conducted [Frequency, e.g., quarterly].
    • Option B: Performance improvement plans may be implemented as needed.

5. Work Location:

• Employee's primary work location is:
  • Option A: Employer’s Ohio facility at [Facility Address].
  • Option B: Remote/Hybrid arrangement. Employee's home office at [Employee Address] and/or Employer's Ohio facility.
    • Technological Requirements: [List required internet speed, equipment, etc.]
    • Company-Provided Equipment: [List equipment provided]
    • Data Security Protocols: Employee will adhere to company’s data security policy regarding customer information and the Ohio Data Protection Act.

6. Work Schedule and Overtime:

• Employee's work schedule is:
  • Full-time: 40 hours per week.
  • Work Shifts: [Specify shift, e.g., 9:00 AM - 5:00 PM, rotating shifts]
  • Predictable/Fluctuating Schedule: [Specify schedule type]
  • Overtime: Employee will be paid overtime at a rate of one and one-half (1.5) times their regular rate of pay for all hours worked over 40 in a workweek, in accordance with the Fair Labor Standards Act (FLSA) and Ohio Revised Code.
  • Meal and Rest Breaks: Employee will be provided meal and rest breaks as required by Ohio law.
    • Recording of Work Hours: Employee is responsible for accurately recording all work hours.

7. Compensation:

• Employee's compensation is:
  • Option A: Base hourly wage of [Hourly Wage].
  • Option B: Annual salary of [Annual Salary].
  • Payment Cycle: [Payment Cycle, e.g., Biweekly]
  • Overtime Computation: As per FLSA and Ohio Revised Code.
  • Performance Bonuses: [Describe bonus structure, if any] based on [Specific metrics].
  • Shift Differentials: [Specify shift differentials, if any].
  • Method of Wage Payment: [Payment Method, e.g., Direct Deposit]
    • Pay card disclosures will be provided separately as required by Ohio law.

8. Benefits:

• Employee is eligible for the following benefits:
  • Health insurance: [Describe health insurance plan].
  • Dental insurance: [Describe dental insurance plan].
  • Vision insurance: [Describe vision insurance plan].
  • Life insurance: [Describe life insurance plan].
  • Employee Assistance Program (EAP).
  • Paid Time Off (PTO): [Number] days of vacation and [Number] days of sick leave per year, accruing according to company policy and Ohio law.
  • Company Holidays: [List Company Holidays].
  • Short-Term Disability: [Describe short-term disability coverage].
  • 401(k) or retirement plan: [Describe retirement plan with employer match, if any].
  • Tuition Reimbursement: [Describe tuition reimbursement program, if any].

9. At-Will Employment:

• Employment is at-will. Both the Employer and Employee have the right to terminate the employment relationship at any time, for any lawful reason or no reason, with or without cause or notice, subject to company policy.
  • Progressive Discipline: Employer may utilize progressive discipline, but is not required to.
  • Written Notice Requirements: [Specify if written notice is required]
  • Final Paycheck Procedures: Employee will receive their final paycheck in accordance with Ohio law.
  • Return of Property: Employee will return all company property upon termination of employment.

10. Nondiscrimination and Equal Opportunity:

• The Employer is an equal opportunity employer and complies with all applicable federal and Ohio laws regarding nondiscrimination, including but not limited to Title VII of the Civil Rights Act and Ohio’s Civil Rights Act. The Employer does not discriminate based on race, gender, color, national origin, age, disability, ancestry, military status, sexual orientation, religion, or any other protected characteristic.

11. Confidentiality and Data Protection:

• Employee agrees to maintain the confidentiality of all company and customer information.
  • Handling, Storing, and Disposing: Employee will adhere to company policies regarding handling, storing, and disposing of sensitive customer data under the Ohio Data Protection Act.
  • Unauthorized Disclosure: Employee is prohibited from unauthorized disclosure or use of company/customer information or access credentials.

12. Non-Solicitation/Non-Disclosure/Non-Compete (if applicable):

• [Choose one of the following options, and delete the others. If none apply, delete this entire section.]
  • Option A: Employee agrees to a non-solicitation agreement as outlined in Exhibit B. This agreement is limited to [Specify function], a geographic scope of [Specify geographic scope, e.g., Ohio], and a duration of [Specify duration], and is subject to Ohio law.
  • Option B: Employee agrees to a non-disclosure agreement as outlined in Exhibit B. This agreement covers confidential information learned during employment and is subject to Ohio law.
  • Option C: Employee agrees to a limited non-compete agreement as outlined in Exhibit B. This agreement is narrowly tailored by function, geographic scope (Ohio), and duration, with express reference to Ohio’s judicial hostility to broad non-competes for customer-facing roles, and is subject to Ohio law.

13. Training Requirements:

• Employee is required to complete the following training programs:
  • Onboarding.
  • Ongoing product training.
  • Conflict resolution training.
  • Compliance with relevant industry standards ([Specify industry standards, e.g., PCI DSS]).

14. Reporting Lines and Escalation Procedures:

• Employee reports to [Supervisor Name], [Supervisor Title].
  • Escalation procedures for challenging customer interactions are outlined in [Document Name].

15. Workplace Behavior:

• Employee is expected to adhere to the following standards of workplace behavior:
  • Call etiquette.
  • Dress code: [Specify dress code].
  • Prohibitions against unprofessional conduct.
  • Compliance with the company’s code of ethics.

16. Health and Safety:

• Employee will adhere to health and safety standards per Ohio Bureau of Workers’ Compensation requirements.
  • Reporting Injuries/Illnesses: Employee will report any work-related injuries or illnesses in accordance with OSHA and Ohio rules.
  • Mental Health Support: [Describe options for mental health support or stress management resources, if available].

17. Complaint and Grievance Handling:

• The company's complaint and grievance handling process is outlined in [Document Name].
  • Employee is protected under Ohio’s whistleblower protections.

18. Remote Work Standards (if applicable):

• If remote work is permitted, Employee will adhere to the following standards:
  • Secure networks.
  • No customer information in shared spaces.
  • Reimbursement for business-use internet/equipment: [Specify reimbursement policy]
  • Compliance with Ohio tax law regarding telecommuting employees.

19. Dispute Resolution:

• This Agreement shall be governed by and construed in accordance with the laws of the State of Ohio. Any legal action or proceeding arising out of or relating to this Agreement shall be brought exclusively in the state or federal courts located in [County Name] County, Ohio.
  • [Optional: Include mediation/arbitration clause] Before resorting to litigation, the parties agree to first attempt to resolve any dispute through mediation/arbitration.

20. Ohio Unemployment Compensation and Workers' Compensation:

• Employee is eligible for Ohio Unemployment Compensation benefits under applicable state law.
• Employer provides Ohio workers’ compensation coverage as required by law.

21. Document Retention and Amendment:

• This Agreement shall be retained by the Employer for [Number] years.
• Amendments to this Agreement must be in writing and signed by both parties.

22. Company Handbook Acknowledgment:

• Employee acknowledges receipt and understanding of the Company Handbook, which is incorporated herein by reference.

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 Full Legal Name]

Signature: ____________________________

Date: [Date]

[Exhibit A: Detailed call quality and productivity standards (if applicable)]

[Exhibit B: Non-Solicitation/Non-Disclosure/Non-Compete Agreement (if applicable)]