Pennsylvania customer service representative employment contract template

Pennsylvania Full-Time Customer Service Representative Employment Contract

This Pennsylvania Full-Time Customer Service Representative Employment Contract (the "Agreement") is made and entered into as of [Date] by and between [Employer Name], a company organized and existing under the laws of Pennsylvania, with its principal place of business at [Employer Address] ("Employer"), and [Employee Name], residing at [Employee Address] ("Employee").

1. Position and Responsibilities:

• Option A:
  • The Employer hereby employs the Employee as a Customer Service Representative.
• Option B:
  • The Employee's primary responsibilities include, but are not limited to:
  • Handling inbound and outbound customer inquiries via phone, email, or chat.
  • Managing order tracking and status updates.
  • Processing customer complaints, product or service concerns, and returns in compliance with Pennsylvania’s consumer protection laws.
  • Documenting cases in customer relationship management (CRM) systems.
  • Escalating complex issues per company protocols.
  • Maintaining accurate customer records.
  • Upholding company policies regarding quality of service and communication standards.
  • Participating in mandatory training on handling difficult customers, cultural sensitivity, workplace harassment, and Pennsylvania-specific consumer rights.
  • Managing sensitive customer personal data in line with both industry best practices and Pennsylvania regulations on data security.
• Option C:
  • The Employee will report directly to [Supervisor Name] and adhere to the team hierarchy as outlined by the Employer.
  • Expectations include daily/weekly progress updates, call logging, and adherence to Key Performance Indicators (KPIs) such as average handle time, first contact resolution, and customer satisfaction scores.

2. Work Location:

• Option A:
  • The Employee’s principal work location will be [Work Location Address] in Pennsylvania.
• Option B:
  • The Employee will work remotely. The Employee is responsible for maintaining a safe and secure home office environment that complies with Pennsylvania workplace safety standards.
  • The Employer will provide [List of provided equipment or software]. The Employee is responsible for ensuring secure access to company/customer databases.
• Option C:
  • The Employee will work in a hybrid environment, working [Number] days per week at [Work Location Address] and the remainder remotely.

3. Employment Status and Hours:

• Option A:
  • The Employee’s employment is full-time.
• Option B:
  • The standard work week is [Number] hours.
• Option C:
  • The Employee’s schedule is [Specific Schedule, e.g., Monday-Friday, 9:00 AM - 5:30 PM].
  • The Employee may be required to work evenings, weekends, or holidays as needed. The employee understands that shift rotations may occur.
• Option D:
  • The Employee is entitled to a [Number] minute break and a [Number] minute lunch break, in accordance with Pennsylvania labor law.
• Option E:
  • The Employee is eligible for overtime pay at a rate of one and one-half (1.5) times their regular hourly rate for all hours worked over 40 in a workweek, as per the federal Fair Labor Standards Act (FLSA) and the Pennsylvania Minimum Wage Act. All overtime hours must be pre-approved by [Supervisor Title].

4. Compensation:

• Option A:
  • The Employer will pay the Employee a salary of [Salary Amount] per [Pay Period, e.g., year, hour], payable [Pay Frequency, e.g., bi-weekly].
• Option B:
  • The Employer will pay the Employee an hourly wage of [Hourly Wage Amount].
• Option C:
  • The Employee is eligible for performance-based incentives and bonuses as detailed in the company's compensation plan. These incentives are based on [Specific Metrics, e.g., customer satisfaction scores, sales targets].
• Option D:
  • The Employee will receive a shift differential of [Dollar Amount] for hours worked during [Specific Shifts, e.g., evenings, weekends].
• Option E:
  • The Employee will be reimbursed for reasonable and necessary business expenses incurred in accordance with the Employer's expense reimbursement policy.
• Option F:
  • For remote work, the employee will receive a [Dollar Amount] per month stipend to cover phone/internet expenses.

5. Benefits:

• Option A:
  • The Employee is eligible to participate in the Employer's benefits programs, including health, dental, and vision insurance, subject to the terms and conditions of those plans.
• Option B:
  • The Employee is eligible to participate in the Employer’s 401(k) plan, with a company match of [Percentage].
• Option C:
  • The Employee will accrue paid time off (PTO) according to the Employer’s policy, including vacation, sick leave, and paid holidays, in compliance with Pennsylvania law.
• Option D:
  • The Employee is eligible for parental or family medical leave consistent with state and federal law.
• Option E:
  • The Employee is eligible for the Employee Assistance Program (EAP).
• Option F:
  • The Employer may provide reimbursement for training/education related to skills development in customer service, subject to company approval.

6. Confidentiality and Data Privacy:

• Option A:
  • The Employee acknowledges that they will have access to confidential customer data and agrees to maintain the confidentiality of such information.
• Option B:
  • The Employee agrees to comply with all company and Pennsylvania-specific data privacy rules, including the Pennsylvania Breach of Personal Information Notification Act.
• Option C:
  • If the role involves handling health-related service sectors, the Employee agrees to comply with the Health Insurance Portability and Accountability Act (HIPAA).
• Option D:
  • The Employee is obligated to report any data breach to the Employer immediately.

7. Intellectual Property:

• Option A:
  • All scripts, training materials, customer data, and service procedures developed or modified during the Employee’s employment are the property of the Employer.
• Option B:
  • The Employee is prohibited from unauthorized distribution or sharing of internal customer information and resources.

8. Professional Conduct:

• Option A:
  • The Employee must maintain a professional demeanor and adhere to company etiquette in all customer communications.
• Option B:
  • The Employee must comply with call recording notifications per Pennsylvania's two-party consent wiretap law.
• Option C:
  • The Employee is prohibited from engaging in unprofessional conduct, harassment, or retaliation when interacting with customers or colleagues.

9. Non-Compete/Non-Solicitation (Consult Legal Counsel for Enforceability under PA Law):

• Option A: (Include ONLY if reasonable under Pennsylvania Law. Consult with legal counsel.)
  • During the term of employment and for a period of [Number] months following termination, the Employee agrees not to engage in any business activity that is competitive with the Employer within a [Radius] mile radius of the Employer’s principal place of business. This restriction is limited to customer service roles.
• Option B: (Include ONLY if reasonable under Pennsylvania Law. Consult with legal counsel.)
  • During the term of employment and for a period of [Number] months following termination, the Employee agrees not to solicit or attempt to solicit any employees or customers of the Employer.

10. At-Will Employment:

• Option A:
  • 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 the following provisions.

11. Termination:

• Option A:
  • The Employee may resign by providing [Number] days written notice to the Employer.
• Option B:
  • The Employer may terminate the Employee’s employment for cause or due to layoff.
• Option C:
  • Upon termination, the Employee will receive their final wage payment as required by the Pennsylvania Wage Payment and Collection Law.
• Option D:
  • Upon termination, the Employee must return all company equipment and property.
• Option E:
  • Upon termination, the Employee must adhere to any post-termination responsibilities regarding data and property.

12. Anti-Discrimination/Harassment:

• Option A:
  • The Employer is an equal opportunity employer and does not discriminate based on race, color, sex, age, religion, national origin, disability, ancestry, sexual orientation, gender identity, veteran status, or any other protected category under Pennsylvania law.
• Option B:
  • The Employer prohibits any form of harassment in the workplace.
• Option C:
  • The Employer complies with the Pennsylvania Human Relations Act.

13. Safety and Health:

• Option A:
  • The Employer complies with OSHA and Pennsylvania-specific workplace safety standards.
• Option B:
  • The Employee must report any workplace violence or customer endangerment to the Employer immediately.
• Option C:
  • The Employee has the right to refuse unsafe work.
• Option D:
  • The Employer provides workers’ compensation insurance for work-related injuries or mental health issues.

14. Complaint Escalation and Whistleblower Protection:

• Option A:
  • The Employee has access to procedures for complaint escalation and human resources.
• Option B:
  • The Employee is protected under Pennsylvania law for reporting unethical, illegal, or unsafe practices.

15. Dispute Resolution:

• Option A:
  • Any disputes arising out of or relating to this Agreement shall be resolved first through internal resolution procedures.
• Option B:
  • If internal resolution fails, the parties may agree to mediation or arbitration.
• Option C:
  • This Agreement shall be governed by and construed in accordance with the laws of the Commonwealth of Pennsylvania. Any legal action shall be brought exclusively in the courts of Pennsylvania.

16. Notice:

• Option A:
  • All official communications between the Employee and Employer shall be in writing and sent to the addresses listed above.

17. Employment Eligibility Verification:

• Option A:
  • The Employer participates in E-Verify to verify employment eligibility. The Employee must provide documentation to establish identity and authorization to work in the United States.
• Option B:
  • The Employee is subject to a background check and/or drug testing, in accordance with Pennsylvania regulations.

18. Union Affiliation (If Applicable):

• Option A:
  • This position is [Is/Is Not] covered by a collective bargaining agreement with [Union Name].

19. Amendment:

• Option A:
  • The Employer reserves the right to amend or update company policies in accordance with Pennsylvania law, with notice and acknowledgment from the Employee.

20. Severability:

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

21. Entire Agreement:

• Option A:
  • This Agreement constitutes the entire agreement between the parties and supersedes all prior oral or written understandings regarding the Employee’s employment.

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]

Date: [Date]