Pennsylvania call center representative employment contract template

Pennsylvania Call Center Representative Employment Contract

This Pennsylvania Full-Time Call Center 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 Legal Name], residing at [Employee Address] ("Employee").

1. Position:

The Employer hires the Employee as a Call Center Representative.

2. Duties and Responsibilities:

The Employee will perform the following duties:

• Handling inbound and outbound calls.
• Providing customer service and resolving inquiries.
• Assisting customers with account issues.
• Documenting customer interactions in detail.
• Adhering to call protocols and scripts.
• Using call center software and telephony systems.
• Performing data entry accurately and efficiently.
• Troubleshooting basic service problems.
• Complying with quality assurance standards.
• Following escalation pathways for complex issues.

Option A: Other duties as assigned.

Option B: Employee agrees to participate in ongoing training to improve call handling skills.

3. Required Skills:

• Effective verbal communication skills.
• Active listening abilities.
• Conflict resolution skills.
• Multi-tasking capabilities.
• Computer literacy.
• Familiarity with Customer Relations Management (CRM) tools.

4. Training & Monitoring:

Employee will participate in [Number] hours of initial training.

Call monitoring will occur regularly to ensure quality and compliance.

Ongoing skill development opportunities will be provided.

5. Job Status & Hours:

This is a full-time position.

The standard work week is [Number] hours.

Shift assignments:

• Option A: Day shift.
• Option B: Evening shift.
• Option C: Rotating shifts.

Meal and rest breaks will be provided in accordance with Pennsylvania law and company policy, including at least a 30-minute unpaid break after 5 consecutive hours of work for minors.

Overtime eligibility: Non-exempt. Overtime will be paid at time and a half for hours worked over 40 in a workweek, as required by Pennsylvania law.

The company reserves the right to adjust or mandate breaks during periods of high call volume.

6. Work Location:

Option A: On-site at [Employer Address].

Option B: Remote/Work-from-home, subject to company telework policy.

• Employee is responsible for maintaining a secure internet connection.
• Employer will provide necessary equipment (headset, computer).

7. Compensation:

Option A: Hourly wage of [Dollar Amount] per hour.

Option B: Annual salary of [Dollar Amount].

Payment intervals: [Frequency, e.g., Bi-weekly].

Overtime premium: Time and a half for hours worked over 40 in a workweek.

Option A: Commission/incentive structure based on call metrics (see attached addendum).

Payday notification procedures will comply with Pennsylvania law. Wage deductions will comply with Pennsylvania law.

8. Benefits:

Health insurance: Eligibility after [Number] days/months.

Dental insurance: Eligibility after [Number] days/months.

Vision insurance: Eligibility after [Number] days/months.

Section 125 plan.

401(k) retirement plan: Eligibility after [Number] days/months.

Paid Time Off (PTO): [Number] days per year.

Vacation days: [Number] days per year.

Sick leave: [Number] days per year, in accordance with Pennsylvania law.

Family/Medical Leave: In accordance with FMLA and Pennsylvania law.

Paid holidays: [List of Holidays].

Option A: Wellness program.

Option B: Parking/transit benefits.

Option C: Tuition/training reimbursement (see policy).

9. Attendance Policy:

Employee is expected to adhere to scheduled hours.

Tardiness and absence reporting procedures are outlined in the employee handbook.

Progressive discipline for attendance violations will be applied.

Reasonable accommodations will be provided for qualified disabilities under the ADA.

10. Supervision & Performance:

Employee will report to [Supervisor Title].

Performance will be evaluated based on:

• Average Handle Time (AHT).
• First Call Resolution (FCR).
• Customer Satisfaction Scores.

Call monitoring will be conducted regularly (see Pennsylvania wiretap law compliance below).

Regular coaching and feedback sessions will be held.

11. Data Privacy & Confidentiality:

Employee acknowledges Pennsylvania's two-party consent wiretap law and consents to call recording.

Employee must maintain the confidentiality of customer personal and financial information.

Unauthorized disclosure of company or client data is strictly prohibited.

Information security expectations for remote work must be followed.

12. Work Conduct:

Professional language is required at all times.

Abusive speech is prohibited.

Non-discrimination in customer interactions is mandatory.

Dress code: [Description, or reference to company policy].

Unauthorized personal calls during work hours are prohibited.

Compliance with call volume and script adherence policies is required.

13. Anti-Retaliation and Harassment:

Retaliation and harassment are strictly prohibited.

The company complies with the Pennsylvania Human Relations Act and EEOC guidelines.

The company’s anti-harassment/anti-discrimination policies cover all protected statuses under Pennsylvania law.

Complaint and investigation procedures are outlined in the employee handbook.

14. Intellectual Property:

All scripts, training materials, call logs, and customer data are the property of the Employer.

Re-use or sharing of call center materials is prohibited without express written consent.

15. Non-Solicitation:

Employee agrees not to solicit customers or employees for [Number] months after termination of employment, as permitted by Pennsylvania law.

16. Outside Employment/Non-Competition:

Option A: Employee shall not engage in any outside employment that creates a conflict of interest with the Employer.

Option B: Employee agrees to a non-compete covenant, restricted to [Geographic Area] for [Number] months after termination, focused solely on roles involving competing call center activities, as permitted by Pennsylvania law.

17. Employment-at-Will:

Employment is at-will, as recognized in Pennsylvania. The Employer may terminate employment at any time, with or without cause or notice, subject to Pennsylvania wage payment laws.

Option A: Severance policy (see attached addendum).

18. Return of Property:

Upon termination, Employee must immediately return all company equipment, access cards, and confidential information.

19. Grievance and Dispute Resolution:

Internal complaint resolution procedures are outlined in the employee handbook.

Option A: Mediation is required before any legal action.

Option B: Mandatory arbitration is required for all disputes arising from this agreement.

Pennsylvania law governs this agreement. Venue for any disputes shall be in [County], Pennsylvania.

20. Acknowledgment:

Employee acknowledges receipt and understanding of all workplace policies, including the employee handbook and policies related to call center safety and worker's compensation.

Pennsylvania-Specific Notices:

Employment-at-will disclaimer: Your employment is at-will.

Wage statement requirements: You will receive a wage statement with each paycheck, as required by Pennsylvania law.

Equal Employment Opportunity postings: EEO postings are displayed in [Location].

____________________________

[Employer Representative Name], [Employer Representative Title]

[Employer Legal Name]

Date: ____________________

____________________________

[Employee Legal Name]

Date: ____________________