Oregon customer service representative employment contract template

Oregon Customer Service Representative Employment Contract

This Oregon Customer Service Representative Employment Contract (the “Agreement”) is made and entered into as of [Date] by and between:

[Company Full Legal Name], a [State of Incorporation] corporation with its principal place of business at [Company Address] (“Employer”), and

[Employee Full Legal Name], residing at [Employee Address] (“Employee”).

Employer and Employee agree as follows:

1. Employment

The Employer hires the Employee, and the Employee agrees to be employed by the Employer as a Customer Service Representative, subject to the terms and conditions of this Agreement.

2. Job Title and Duties

The Employee’s job title is Customer Service Representative.

Employee's duties include but are not limited to:

• Handling inbound and outbound customer inquiries via phone, email, chat, or in-person.
• Resolving customer complaints and providing appropriate solutions.
• Providing product and service information to customers.
• Troubleshooting customer problems and escalating complex issues.
• Processing orders, returns, and exchanges.
• Maintaining accurate records of customer interactions.
• Adhering to quality assurance and call monitoring processes.
• Complying with communication, data privacy, and conflict resolution protocols.

3. Skills Required

The Employee is required to possess and maintain the following skills:

• Knowledge of company products and services.
• Proficiency in complaint management and resolution.
• Experience using customer relationship management (CRM) software [Specify CRM software].
• Excellent telephone etiquette and communication skills.
• Strong written and verbal communication abilities.
• Ability to multitask in a high-volume environment.
• Effective problem-solving skills.

4. Reporting Structure

The Employee will report to [Supervisor Name and Title].

The Employee is part of the [Team Name] team within the [Department Name] department.

Escalation pathways are as follows: [Describe escalation pathways, e.g., Supervisor, Team Lead, Manager].

5. Work Location

The Employee’s primary work location will be:

• Option A: Onsite at [Company Address].
• Option B: Hybrid (partially remote) with [Number] days per week onsite at [Company Address].
• Option C: Fully remote from [Employee Address].

If the Employee works remotely:

• The Employer will provide necessary equipment, including [List equipment].
• The Employee is responsible for maintaining a reliable internet connection.
• The Employee must adhere to company security protocols for remote work.

The Employer will reimburse business-related expenses in accordance with Oregon labor standards and company policy. [Specify expense reimbursement policy].

6. Work Schedule

The Employee is a full-time employee working [Number] hours per week.

The standard work schedule is [Start Time] to [End Time], [Days of the Week].

• Option A: Employee may be required to work rotating shifts.
• Option B: Employee may be required to work split shifts.

The Employee is entitled to meal and rest breaks as required by Oregon Revised Statutes (ORS 653.265–653.272). [Specify break schedule].

Overtime:

• Overtime work may be required.
• Overtime will be paid at a rate of not less than 1.5 times the Employee’s regular rate of pay for hours worked over 40 in a workweek, as required by Oregon law.

Scheduling:

• Option A: The Oregon Predictive Scheduling Statute [does/does not] apply.
  • If applicable, the Employer will provide the Employee with a work schedule [Number] days in advance.
• Option B: Out-of-hours on-call duties [are/are not] required. [If applicable, describe on-call policy and compensation].

7. Compensation

The Employee's hourly wage is [$ Amount].

The current Oregon minimum wage is [Amount]. [Specify if Standard, Portland Metro, or Nonurban rate applies].

The Employee will be paid [Pay Frequency, e.g., bi-weekly] by [Method of Payment, e.g., direct deposit].

Overtime will be calculated and paid in accordance with Oregon law.

Incentive Pay/Bonuses:

• Option A: The Employee is eligible for incentive pay/bonuses based on [Criteria, e.g., performance metrics]. [Specify details of incentive plan].
• Option B: The Employee is not eligible for incentive pay/bonuses.

Commissions:

• Option A: The Employee is eligible for commissions based on [Sales Volume/Other Criteria]. [Specify commission structure].
• Option B: The Employee is not eligible for commissions.

Expense Reimbursement:

The Employer will reimburse reasonable and necessary business expenses incurred by the Employee in accordance with company policy and Oregon law. [Specify details of expense reimbursement policy].

8. Benefits

Oregon Sick Time: The Employee will accrue and use sick time in accordance with Oregon Sick Time law (ORS 653.601–653.661).

• Accrual rate: [Specify accrual rate, e.g., 1 hour per 30 hours worked].
• Maximum accrual: [Specify maximum accrual].
• Carryover: [Specify carryover policy].

Vacation and Paid Time Off (PTO): [Specify vacation and PTO policy, accrual rates, usage, and carryover].

Oregon Paid Family and Medical Leave Insurance (PFMLI): The Employee is eligible for Oregon PFMLI benefits in accordance with state law.

Health, Vision, and Dental Insurance: [Specify details of health, vision, and dental plans offered by the Employer].

Retirement Plan:

• Option A: The Employee is eligible to participate in OregonSaves.
• Option B: The Employee is covered under an employer-sponsored retirement plan. [Specify details of the plan].

Employee Assistance Program (EAP): [Specify details of EAP, if applicable].

Parking/Commuting Subsidies: [Specify details of parking or commuting subsidies, if applicable].

9. Nondisclosure and Confidentiality

The Employee agrees to maintain the confidentiality of customer data, sensitive account information, call records, and proprietary business information.

The Employee will protect personally identifiable information (PII) in compliance with the Oregon Consumer Information Protection Act.

The Employee understands that unauthorized disclosure of confidential information is a material breach of this Agreement.

10. Customer Interaction Protocols

The Employee will adhere to the following customer interaction protocols:

• De-escalate tense situations and resolve customer issues professionally.
• Provide non-discriminatory service to all customers.
• Maintain accurate and complete records of all customer interactions.
• Use approved call scripts and communication templates.
• Refrain from disclosing unauthorized company or customer information.
• Maintain a professional demeanor at all times.
• Adhere to company service metrics.

11. Compliance with Laws

The Employer is an Equal Opportunity Employer and complies with Oregon’s anti-discrimination, anti-harassment, and equal employment opportunity regulations (ORS 659A).

The Employer does not discriminate against employees or applicants based on race, color, religion, sex, sexual orientation, national origin, age, marital status, disability, veteran status, or gender identity.

The Employee is required to participate in any required workplace harassment or bias training policies.

12. Training

The Employee will participate in recurring training sessions, skills development programs, safety training, and workplace violence prevention training.

13. Technology Use and Equipment

The Employee will use company-provided equipment, including a phone, headset, and CRM software [Specify software].

The Employee will adhere to company IT security standards.

The Employee is prohibited from storing personal data on company devices or recording calls without authorization.

14. Employment Classification

The employment relationship is at-will, as recognized in Oregon (ORS 652.140–652.150), subject to statutory exceptions. This means that either the Employer or the Employee may terminate the employment relationship at any time, with or without cause or notice.

Resignation: The Employee may resign at any time by providing [Number] days’ written notice to the Employer.

Termination by Employer: The Employer may terminate the Employee’s employment at any time, with or without cause, subject to applicable Oregon law.

Grounds for Immediate Discharge: The Employer may terminate the Employee’s employment immediately for misconduct, policy violations, or breach of confidentiality.

Final Pay: Upon termination, the Employer will pay all wages due to the Employee by the end of the next business day, as required by Oregon law.

Return of Property: Upon termination, the Employee will return all company property to the Employer.

Secure Disposal of Information: The Employee will securely dispose of any confidential information in their possession upon termination.

15. Separation

Unemployment Benefits: The Employee may be eligible for unemployment benefits under Oregon law.

Continuation of Benefits: The Employee may be eligible to continue health insurance coverage under state or federal COBRA equivalents.

Paid Time Off: Upon termination, the Employee will be paid out for accrued vacation or sick time in accordance with Oregon law and company policy. [Specify policy for payout of accrued time].

16. Non-Compete

Non-compete agreements are generally unenforceable for frontline customer service roles in Oregon (per ORS 653.295). Any restrictive covenants must be narrowly tailored, reasonable in scope, and subject to statutory requirements. [If a restrictive covenant is included, it must comply with Oregon law].

17. Workplace Safety

The Employer will provide a safe and healthy workplace in compliance with the Oregon Safe Employment Act and Oregon OSHA regulations.

The Employer will address ergonomic concerns, prevent workplace stress, bullying, and harassment, and provide access to mental health resources.

The Employee has the right to report workplace injuries without retaliation.

18. Dispute Resolution

The Employer and Employee agree to attempt to resolve any disputes arising out of this Agreement through internal complaint procedures, mediation, or arbitration.

This Agreement shall be governed by and construed in accordance with the laws of the State of Oregon. The venue for any legal action shall be in [County Name] County, Oregon.

The Employee has the right to file a complaint with the Oregon Bureau of Labor & Industries (BOLI).

19. Worker's Compensation

The Employee is covered by the Employer’s worker's compensation insurance.

The Employee has the right to report workplace injuries without fear of retaliation.

The Employer will comply with Oregon workplace injury and illness reporting requirements.

20. Whistleblower Protection

The Employer complies with Oregon whistleblower statutes (ORS 659A.199–659A.236).

The Employee is protected from retaliation for cooperating with regulatory investigations.

21. Recordkeeping and Access to Personnel Files

The Employer will maintain personnel records in accordance with ORS 652.750.

The Employee has the right to access their personnel file as mandated by Oregon law.

22. Policy Updates

The Employer may update company policies from time to time. The Employee will be notified of any changes.

23. Assignment

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

24. Severability

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

25. Entire Agreement

This Agreement constitutes the entire agreement between the parties with respect to the subject matter hereof and supersedes all prior or contemporaneous communications and proposals, whether oral or written.

26. Amendment

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 date first written above.

[Company Full Legal Name]

By: [Name of Authorized Representative]

Title: [Title of Authorized Representative]

Date: [Date]

[Employee Full Legal Name]

Signature: ____________________________

Date: [Date]