Rhode Island customer service representative employment contract template

Rhode Island Customer Service Representative Employment Contract

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

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

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

1. Position

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

Job Description:

• Handling inbound and outbound customer communications via phone, email, chat, and in-person.
• Resolving customer inquiries, complaints, and service issues.
• Documenting interactions in company CRM systems.
• Processing customer orders, returns, and refunds in accordance with company policy.
• Escalating complex issues per established procedures.
• Maintaining records in compliance with data privacy rules.
• Providing customer feedback to supervisory staff.
• Adhering to established scripts, call quality, and professionalism metrics.

2. Schedule and Attendance

Schedule:

• Option A: The Employee's regular work schedule shall be [Number] hours per week, from [Start Time] to [End Time], [Days of the Week].
• Option B: The Employee’s schedule will vary based on business needs and will be provided in advance.

Attendance Requirements:

• The Employee is required to adhere to the scheduled work hours, maintain punctuality, and actively engage in job duties throughout the entire scheduled shift.
• The Employee must adhere to Rhode Island's mandated meal and rest break laws.

3. Required Skills

The Employee must possess and maintain the following skills:

• Proficiency in company-specific systems.
• Proficiency in call center/CRM software.
• Clear verbal and written communication skills.
• Conflict resolution skills.
• Knowledge of products/services relevant to the company’s industry.

4. Reporting and Collaboration

Reporting Lines:

• The Employee will report to [Supervisor Title].

Collaboration:

• The Employee is expected to collaborate effectively with team members and participate in mandatory training sessions and regular call quality reviews/performance audits.

5. Work Location

Primary Work Location:

• Option A: The Employee's primary work location is the Employer’s office located at [Office Address] in Rhode Island.
• Option B: The Employee will work remotely from an approved location, compliant with company policy and Rhode Island privacy laws. Remote work requires [Specific Technology/Workspace Requirements].

6. Employment Status and Hours

Full-Time Status:

• This is a full-time position.

Working Hours:

• The Employee will work a minimum of [Number] hours per week.
• Scheduled shifts and weekend/evening/holiday work expectations will be communicated in advance.

Overtime:

• The Employee is [Exempt/Non-Exempt] from overtime under Rhode Island law. If non-exempt, the Employee will be paid overtime at 1.5 times their regular rate for hours worked over 40 in a workweek.

7. Compensation

Rate of Pay:

• The Employee will be paid at a rate of [Dollar Amount] per [Hour/Year], which is at or above the Rhode Island minimum wage.

Pay Frequency:

• The Employee will be paid [Frequency, e.g., Bi-weekly].

Payment Method:

• Option A: Direct Deposit.
• Option B: Check.

Overtime Policy:

• Overtime must be pre-approved by [Supervisor Title].

Payment Deadlines Upon Separation:

• In case of separation, final wages will be paid within 24 hours if the Employee is terminated, in accordance with Rhode Island law.

8. Employee Benefits

Health Insurance:

• Option A: The Employee is eligible for health insurance coverage, with details outlined in the employee benefits handbook.
• Option B: The Employer does not offer health insurance at this time.

Other Benefits:

• The Employee is eligible for the following benefits:
• Vision and Dental Insurance [If applicable]
• Company-Sponsored Retirement Plan [401k or state-based program, if applicable]
• Paid Time Off (Vacation, Sick Leave)
• Rhode Island Paid Sick and Safe Leave accrual per H-5912 law.
• Bereavement Leave [If applicable]
• Parental Leave [If applicable]
• Observed State Holidays
• [List of other workplace perks, e.g., Tuition Reimbursement, Transit/Parking Stipends, Wellness Benefits]

Leave Protections:

• The Employee is eligible for leave protections under the Rhode Island Parental and Family Medical Leave Act and TDI/TCI paid leave programs, subject to eligibility requirements.

9. Workplace Conduct

Professionalism:

• The Employee must maintain a professional and courteous demeanor in all interactions with customers and colleagues. Abusive language is strictly prohibited.

Confidentiality:

• The Employee must maintain strict confidentiality of customer and company data, in accordance with Rhode Island’s Identity Theft Protection Act.

Use of Company Property:

• The Employee must adhere to the Employer’s policies regarding the use of company property and electronic devices.

Recording of Calls:

• The Employee acknowledges and consents to the monitoring and/or recording of communications as permitted by Rhode Island law.

10. Intellectual Property

All intellectual property created by the Employee in the course of their employment shall be the property of the Employer.

11. Background Checks and Licensing

Background Check:

• Option A: This position requires a background check in compliance with Rhode Island’s Fair Employment Practices Act.
• Option B: This position does not require a background check.

Licensing:

• Option A: This position requires the Employee to maintain a valid [Type of License] license.
• Option B: This position does not require any specific licensing.

12. Termination

At-Will Employment:

• This is an at-will employment relationship, meaning either party may terminate the employment relationship at any time, with or without cause or notice, subject to compliance with Rhode Island’s final paycheck law and anti-retaliation protections.

Causes for Immediate Termination:

• The Employer may terminate the Employee's employment immediately for cause, including but not limited to gross misconduct, data breach, theft, or repeated customer mistreatment.

Disciplinary Process:

• The Employer may utilize performance improvement plans, written warnings, and progressive discipline as deemed appropriate.

Return of Company Property:

• Upon termination, the Employee must return all company property and access will be removed.

13. Anti-Discrimination and Anti-Harassment

The Employer is an equal opportunity employer and prohibits discrimination and harassment based on race, color, sex, sexual orientation, gender identity/expression, religion, national origin, ancestry, age, disability, veteran status, or any other protected characteristic under Rhode Island General Laws §28-5-7. The employer maintains a formal complaint reporting and investigation process.

14. Workplace Safety

The Employer is committed to providing a safe work environment and adheres to all applicable workplace safety laws, including Rhode Island’s workplace violence prevention laws, ergonomics standards, and call center health standards.

15. Workers' Compensation

The Employee is covered by the Employer’s workers' compensation insurance. The Employee must report any on-the-job injuries to [Designated Person/Department] immediately.

16. Payroll Deductions and Withholding

The Employee authorizes the Employer to make all legally required payroll deductions, wage garnishments, and withholdings in compliance with Rhode Island law.

17. Governing Law and Dispute Resolution

Governing Law:

• This Agreement shall be governed by and construed in accordance with the laws of the State of Rhode Island.

Dispute Resolution:

• Any disputes arising under this Agreement shall be subject to internal dispute resolution steps: direct report, HR mediation, and arbitration/conciliation before litigation, per Rhode Island legal standards.

18. Non-Solicitation/Confidentiality

Non-Solicitation/Confidentiality Period:

• Option A: For a period of [Number] months following termination of employment, the Employee shall not solicit the Employer's customers or employees. [Note: This clause must comply with Rhode Island's limitations on non-competes.]
• Option B: No Non-Solicitation or Confidentiality clause applies.

19. 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.

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

____________________________

[Employer Name]

By: ____________________________

[Employer Representative Name]

[Employer Representative Title]

____________________________

[Employee Name]

Date: ____________________________