South Carolina call center representative employment contract template

South Carolina Call Center Representative Employment Contract

This South Carolina Call Center Representative Employment Contract (the "Agreement") is made and entered into as of [Date] by and between [Employer Name], a company organized under the laws of South Carolina, with its principal place of business at [Employer Address] ("Employer"), and [Employee Name], residing at [Employee Address] ("Employee").

1. Employment

* Option A: The Employer hereby employs the Employee as a full-time Call Center Representative, and the Employee hereby accepts such employment. * Option B: The Employer hereby employs the Employee as a part-time Call Center Representative, and the Employee hereby accepts such employment.

2. Duties and Responsibilities

The Employee's duties shall include, but are not limited to:

* Handling inbound and outbound calls. * Addressing customer inquiries and resolving service issues. * Updating customer accounts and information. * Providing sales or service follow-ups. * Escalating complaints according to company protocols. * Logging call data accurately in company systems. * Adhering to call scripts and quality standards. * Meeting or exceeding Key Performance Indicators (KPIs), including average handle time, first call resolution, and call quality scores. * Adhering to work schedules. * Utilizing call center technology platforms and headsets.

3. Work Schedule and Location

* Option A: The Employee's work schedule is [Number] hours per week, typically between [Start Time] and [End Time], [Days of the Week]. * Option B: The Employee’s work schedule will vary based on business needs and will be communicated at least [Number] days in advance, in compliance with South Carolina law. * The Employee will work primarily at [Work Location], located in South Carolina. * Remote work is permitted subject to company policy and the Employee maintaining a secure internet connection and confidential workspace. Periodic on-site attendance may be required. Employee acknowledges responsibility for data protection at home.

4. Compensation

* Option A: The Employee shall be paid an hourly rate of [Dollar Amount] per hour. * Option B: The Employee shall be paid a salary of [Dollar Amount] per year, payable [Frequency, e.g., bi-weekly]. * Pay dates are [Date]. * The Employer will utilize [Clock-in/Clock-out system description] for tracking work hours. * Overtime shall be paid at a rate of one and one-half times the Employee's regular rate of pay for all hours worked over 40 in a workweek, in accordance with South Carolina law. * Variable or incentive-based compensation (e.g., performance bonuses or commissions) will be determined as per [Specify the bonus/commission plan name].

5. Benefits

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

* Health insurance: [Specify details, e.g., Medical, Dental, Vision] Compliant with South Carolina law. * Retirement plan: [Specify details, e.g., 401(k), employer contribution] * Paid time off: [Number] days of vacation, [Number] days of sick leave, [Number] personal days. * Observed holidays: [List Holidays] * Bereavement Leave: [Number] days * Short-term disability: [Specify details] * Unemployment insurance: as required by South Carolina law.

6. Training and Development

* The Employee will participate in required call center training and certification programs. * The Employee will participate in ongoing professional development opportunities as directed by the Employer. * The Employee's performance will be monitored through quality assurance measures, including side-by-side or supervisor call review. * The Employee is required to complete compliance modules related to customer privacy and other relevant topics.

7. Equipment

* The Employer will provide the Employee with the necessary equipment, including a headset, computer, and access to required software. * The Employee is responsible for the proper care and use of company-provided equipment. * Upon termination of employment, the Employee shall return all company property.

8. Confidentiality and Data Privacy

* The Employee shall maintain the confidentiality of customer information, call recordings, and company records. * The Employee shall comply with the South Carolina Data Breach Notification Act (S.C. Code § 39-1-90). * The Employee is prohibited from sharing customer data or using personal devices for work purposes without authorization.

9. Compliance with Laws

* The Employee shall comply with the Telephone Consumer Protection Act (TCPA) and all other applicable laws and regulations related to call center operations. * The Employee is prohibited from unauthorized call recording, call data manipulation, or misrepresentation to customers.

10. Anti-Harassment and Anti-Discrimination

* The Employer maintains a strict anti-harassment and anti-discrimination policy, compliant with South Carolina and federal law. * The policy protects employees from discrimination based on race, color, ancestry, sex, age, religion, national origin, disability, and other protected categories under the South Carolina Human Affairs Law.

11. Safe Workplace

* The Employer is committed to providing a safe workplace, compliant with OSHA standards. * This includes providing ergonomic workstations, auditory protection (if applicable), and resources for stress management.

12. Employment At-Will

* Employment with the Employer is at-will, meaning that either the Employee or the Employer may terminate the employment relationship at any time, with or without cause, subject to the notice requirements below and in accordance with South Carolina law. * The Employer may implement progressive discipline policies at its discretion.

13. Termination

* Option A: The Employee shall provide [Number] weeks' written notice of resignation. * Option B: The Employer shall provide [Number] weeks' written notice of termination. * Final pay will be provided in accordance with S.C. Code Ann. § 41-10-50. * The Employee shall return all company property upon termination. * Eligibility for unemployment benefits will be determined by South Carolina law.

14. Complaints and Grievances

* The Employee may report complaints or grievances to [Designated Person/Department]. * The Employer prohibits retaliation against employees who report workplace violations.

15. Intellectual Property

* All scripts, sales techniques, training materials, and procedures developed during employment remain the property of the Employer. * The Employee is prohibited from duplicating or using company processes outside of employment.

16. Conflicts of Interest

* The Employee shall disclose any potential conflicts of interest to the Employer. * The Employer may restrict secondary employment or social media use during working hours.

17. Non-Solicitation

* During the term of employment and for a period of [Number] months following termination, the Employee shall not solicit customers or employees of the Employer. * This non-solicitation clause is narrowly tailored to protect the Employer's legitimate business interests in South Carolina, while not unduly restricting the Employee's future employment opportunities, consistent with current South Carolina law.

18. Dispute Resolution

* The parties agree to attempt to resolve any disputes through internal complaint resolution and optional mediation before resorting to litigation. * This Agreement shall be governed by and construed in accordance with the laws of the State of South Carolina, and any legal action arising out of this Agreement shall be brought in the state courts of South Carolina.

19. Wage Deductions

* Any wage deductions for uniforms, equipment, or cash shortages will require the Employee's signed authorization, as required by S.C. Code Ann. § 41-10-40(D).

20. Required Notices

* The Employee acknowledges receipt of required notices related to employment at-will status and rights under South Carolina payment of wages law.

21. Modification of Duties

* The Employer may modify the Employee's duties or shift schedule as business needs evolve, providing advance notice when possible and in compliance with predictable scheduling practices.

22. Remote Work Safety

* Option A: This section intentionally left blank. * Option B: Employee agrees to maintain a safe and ergonomic workspace. Employee will adhere to company guidelines for remote work safety.

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]

Date: [Date]

[Employee Name]

Signature: ____________________________

Date: [Date]

Contact Information: [Employee Phone Number], [Employee Email Address]