Oklahoma customer service representative employment contract template

Oklahoma Customer Service Representative Employment Contract

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

1. Position

The Employer hereby employs the Employee as a Full-Time Customer Service Representative.

• Option A: The Employee's primary duties will include inbound and outbound customer communications via phone, email, and chat.
• Option B: The Employee will also be responsible for issue resolution, complaint handling, and providing product/service support.
• Option C: The Employee must adhere to call scripts and proper escalation procedures as applicable.
• Option D: The Employee will document customer interactions in the CRM or ticketing system.
• Option E: The Employee will maintain performance metrics such as call volume, first contact resolution, and customer satisfaction.
• Option F: The Employee will comply with company communication policies.
• Option G: The Employee will participate in customer service training.
• Option H: The Employee will participate in regular feedback meetings.

2. Skills and Qualifications

The Employee represents and warrants that they possess the skills and qualifications necessary to perform the duties of a Customer Service Representative.

• Option A: Required skills include strong interpersonal communication and active listening abilities.
• Option B: The Employee must possess awareness of Oklahoma customer privacy and data protection laws.
• Option C: The Employee must demonstrate technology proficiency in the company’s customer service platforms.

3. Work Location

The Employee's primary work location will be:

• Option A: In-office at [Office Address], Oklahoma.
• Option B: Hybrid, with a combination of in-office and remote work as determined by the Employer.
• Option C: Remote within the state of Oklahoma.
  • If remote, the employee must reside in [Specific County in Oklahoma, if applicable]

4. Employment Status and Hours

The Employee's employment status is non-exempt, full-time under Oklahoma and federal law.

• Option A: The standard weekly working hours are 40 hours per week.
• Option B: The work schedule is fixed: [Days of the week], [Start time] - [End time].
• Option C: The work schedule involves rotating shifts.
• Option D: Weekend and/or holiday work may be required.
• Option E: On-call availability may be required.
• Option F: Procedures for shift swaps are outlined in the company handbook, and must comply with Oklahoma wage-and-hour law.

5. Compensation

The Employer shall compensate the Employee as follows:

• Option A: Hourly wage of [Dollar Amount] per hour, paid [Frequency of Payment].
• Option B: Annual salary of [Dollar Amount], paid [Frequency of Payment].
• Option C: Overtime compensation shall be paid at a rate of one and one-half (1.5) times the Employee's regular rate of pay for all hours worked in excess of 40 in a workweek, in accordance with the Fair Labor Standards Act (FLSA) and Oklahoma law.
• Option D: The Employee may be eligible for incentives such as monthly customer satisfaction bonuses.
• Option E: The Employee may be eligible for attendance recognition awards.
• Option F: Payroll deductions will be made in accordance with Oklahoma law.

6. Benefits

The Employee shall be eligible for the following benefits, subject to the terms and conditions of the Employer's benefit plans:

• Option A: Health insurance.
• Option B: Dental insurance.
• Option C: Vision insurance.
• Option D: Retirement plan.
• Option E: Paid leave (vacation, sick leave, company holidays). Refer to employee handbook for accrual schedules.
• Option F: Jury duty leave.
• Option G: Bereavement leave.
• Option H: Short-term disability insurance (if offered).

7. Data Protection and Confidentiality

The Employee acknowledges that they will have access to confidential and proprietary information of the Employer and its customers.

• Option A: The Employee agrees to protect the confidentiality of such information in accordance with Oklahoma’s Security Breach Notification Act and company policies.
• Option B: The Employee must adhere to all industry-specific customer privacy standards (e.g., PCI DSS).
• Option C: These confidentiality obligations shall survive termination of employment.

8. Anti-Harassment, Anti-Retaliation, and Equal Opportunity

The Employer is committed to providing a workplace free of harassment and discrimination.

• Option A: The Employer prohibits harassment and discrimination based on race, color, religion, sex, national origin, age, disability, or any other protected characteristic under the Oklahoma Anti-Discrimination Act and Title VII.
• Option B: The Employee must report any incidents of harassment or discrimination.

9. Behavioral Standards

The Employee is expected to maintain high standards of professionalism and customer service.

• Option A: The Employee must use appropriate language and adhere to company branding standards.
• Option B: Abusive or discriminatory behavior toward customers or colleagues is prohibited.
• Option C: The Employee must handle irate or abusive customers according to company guidelines.
• Option D: The Employee must comply with company IT security policies.
• Option E: If customer-facing, the Employee must adhere to the company dress code.
• Option F: The Employee is expected to be punctual and maintain good attendance.

10. Intellectual Property

All customer service scripts, responses, training materials, or process improvements developed by the Employee during their employment shall be the sole property of the Employer.

11. Non-Solicitation

During the term of employment and for a period of [Number] months following termination, the Employee shall not solicit the Employer's customers or employees, to the extent enforceable under Oklahoma law.

12. Dispute Resolution

Any disputes arising out of or relating to this Agreement shall be resolved as follows:

• Option A: The parties shall first attempt to resolve the dispute informally.
• Option B: If informal resolution fails, the parties may agree to mediation.
• Option C: Oklahoma law and courts shall govern and have jurisdiction over any disputes.

13. At-Will Employment

The Employee's employment is at-will, meaning that either the Employee or the Employer may terminate the employment relationship at any time, with or without cause or notice, subject to applicable law.

• Option A: The Employee must provide [Number] days' written notice of resignation.
• Option B: Upon termination, the Employee will receive a final wage payment in accordance with Oklahoma law.
• Option C: Accrued but unused PTO will be handled according to company policy.
• Option D: The Employee must return all company property upon termination.

14. Workplace Safety and Health

The Employer is committed to providing a safe and healthy workplace in compliance with the Oklahoma Occupational Safety and Health Act.

15. Acknowledgment of Policies and Training

The Employee acknowledges receipt of the Employer's employee handbook, customer interaction guidelines, and company code of conduct.

• Option A: The Employee agrees to participate in mandatory company training.

16. Workers' Compensation

The Employee is covered by Oklahoma's workers' compensation insurance. The employee must follow the company's policies in the event of any workplace injuries.

17. HIPAA or Industry-Specific Compliance

• Option A: If applicable, the Employee agrees to comply with HIPAA regulations and any other industry-specific compliance requirements.

18. Recording of Communications

The Employee acknowledges that calls and electronic communications may be recorded in compliance with Oklahoma's one-party consent wiretapping law.

19. Entire Agreement

This Agreement constitutes the entire agreement between the parties and supersedes all prior agreements and understandings, whether written or oral.

• The Employee acknowledges that they have had the opportunity to review this Agreement and seek legal advice.
• The employee confirms receipt of all notices and disclosures required by Oklahoma and federal law.

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

[Employer Full Legal Name]

By: [Employer Representative Name]

Title: [Employer Representative Title]

[Employee Full Legal Name]

[Employee Signature]