South Carolina customer service representative employment contract template

South Carolina Customer Service Representative Employment Contract

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

1. Position

• Option A: The Employer hereby employs Employee as a Customer Service Representative.
• Option B: The Employee's position will be Customer Service Representative, reporting to [Supervisor's Name].
• Option C: Job duties may include, but are not limited to:
  • Answering inbound calls and responding to customer emails and live chats.
  • Handling customer inquiries and complaints.
  • Assisting with product or service information.
  • Processing orders and returns.
  • Documenting customer interactions in CRM systems.
  • Following up on unresolved issues.
  • Maintaining service quality standards set by the Employer.
  • Escalating complex problems per company procedures.
  • Participating in customer satisfaction surveys.
  • Adhering to scripts and call protocols.
  • Meeting specific performance metrics (e.g., call resolution time, customer satisfaction scores, call volume targets).
  • Complying with any South Carolina industry regulations relevant to the Employer’s sector.

2. Reporting Structure

• Option A: Employee will report directly to [Supervisor's Name], [Supervisor's Title].
• Option B: Employee will interact and collaborate with team leads and members from other departments.
• Option C: Communication protocols within the customer service department are outlined in the employee handbook.

3. Work Location

• Option A: The primary work location is [Address], South Carolina.
• Option B: This is a remote position. Employee must maintain a dedicated home office space within South Carolina.
  • Employee is responsible for maintaining reliable internet connectivity.
  • The Employer will provide necessary hardware and software.
  • Employee must comply with the South Carolina Identity Theft Protection Act and ensure call and data privacy.
  • Employee must adhere to procedures for handling confidential customer data.
• Option C: This is a hybrid position with a mix of remote and onsite work. The work schedule will be [Days of the week] in the office.

4. At-Will Employment

• Option A: Employment with Employer is at-will, meaning either Employer or Employee may terminate the employment relationship at any time, with or without cause or notice, subject to any applicable laws. This is in accordance with South Carolina law.

5. Full-Time Status and Work Hours

• Option A: Employee is a full-time employee and will work approximately [Number] hours per week.
• Option B: Employee’s work schedule will be [Days of the week], from [Start Time] to [End Time].
• Option C: Break periods will be provided in accordance with company policy. Although South Carolina has no statutory meal/rest break requirements, Employer's internal policy will be adhered to.
• Option D: Overtime compensation will be paid at one and one-half times the regular rate for all hours worked over 40 in a workweek, as mandated by the Fair Labor Standards Act (FLSA).
• Option E: Changes in schedule will be communicated to the employee with [Number] days’ notice.

6. Compensation

• Option A: Employee’s base wage/salary will be [Amount] per [Hour/Year].
• Option B: Pay frequency will be [Biweekly/Semimonthly], in compliance with the South Carolina Payment of Wages Act.
• Option C: Employee is eligible for overtime pay as described in Section 5.
• Option D: Employee may be eligible for incentives or performance bonuses tied to customer service metrics, as defined in the company’s bonus plan.
• Option E: Shift differentials of [Amount] per hour will be provided for evening and weekend work.

7. Benefits

• Option A: Employee is eligible for the following benefits:
  • Health insurance, including medical, dental and vision coverage.
  • Retirement plan options (e.g., 401(k)).
  • Paid time off (vacation, sick leave, and bereavement leave).
  • Observance of [List of Holidays].
  • Leave policies such as unpaid Family and Medical Leave (if applicable under FMLA), jury duty, and military leave.
• Option B: The company also provides tuition reimbursement, employee assistance programs, or wellness resources.

8. Training and Onboarding

• Option A: Employee will participate in mandatory orientation and training programs.
• Option B: Training will include customer interaction skills, de-escalation techniques, and complaint handling.
• Option C: Ongoing quality assurance coaching and periodic compliance or product update training will be provided.
• Option D: Employee will be required to pass proficiency tests in CRM or call center software.

9. IT Usage and Data Security

• Option A: Employee must comply with the Employer’s information security policies.
• Option B: Specific procedures for handling customer PII under the South Carolina Identity Theft Protection Act must be followed.
• Option C: Restrictions on the use of company communication systems apply.
• Option D: Encryption and secure storage of customer data are required.
• Option E: Employee consents to call/screen recording for quality assurance purposes.
• Option F: Employee acknowledges and agrees to maintain the confidentiality of recorded data.

10. Confidentiality and Non-Disclosure

• Option A: Employee agrees to maintain the confidentiality of all customer information, proprietary scripts, internal business processes, and trade secrets.
• Option B: These obligations survive beyond the termination of employment and are enforceable under South Carolina law.

11. Company Policies

• Option A: Employee is responsible for knowing the company policies regarding customer harassment, abusive caller protocols, employee safety and anti-violence commitments.
• Option B: Employee will follow procedures for reporting toxic interactions or threats encountered during customer interactions.

12. Monitoring

• Option A: The Employer may conduct call monitoring and screen monitoring, providing notice to the employee in compliance with federal and South Carolina workplace surveillance laws.

13. Dispute Resolution

• Option A: Employee agrees to mandatory reporting of grievances (such as complaints from customers or internal HR issues).
• Option B: The Employer will follow progressive discipline steps.
• Option C: Any legal disputes will be settled through voluntary mediation or arbitration governed by South Carolina law, designating [County Name] County, South Carolina, as the appropriate venue and jurisdiction.

14. Equal Employment Opportunity

• Option A: The Employer is an equal opportunity employer and prohibits discrimination based on race, sex, religion, disability, age, national origin, veteran status, or any other protected category under federal and South Carolina law.
• Option B: The Employer complies with the South Carolina Human Affairs Law and maintains anti-harassment and no-retaliation policies.

15. Reasonable Accommodation

• Option A: The Employer will provide reasonable accommodations for disabilities in accordance with the federal ADA and state law.

16. Intellectual Property

• Option A: The Employer owns all scripts, call materials, customer correspondence templates, training materials, and process improvements developed in the course of employment.
• Option B: Employee will submit new process suggestions to [Designated Person/Department].

17. External Employment

• Option A: Employee's outside work must not interfere with their duties, create a conflict of interest, or breach confidentiality.

18. Professionalism and Conduct

• Option A: Employee must maintain professionalism, ethical conduct, and adhere to the company's dress code or remote work appearance requirements.
• Option B: Employee is expected to be punctual and maintain satisfactory attendance.
• Option C: Employee will maintain standards of conduct for interacting with both customers and colleagues.

19. Termination

• Option A: Employee may resign with [Number] days’ written notice.
• Option B: The Employer may terminate the employment relationship for performance, misconduct, or layoff.
• Option C: Final paycheck will be distributed in compliance with the South Carolina Payment of Wages Act (within 48 hours of discharge or next regular payday).
• Option D: Employee will return all company property (such as headsets, computers, ID badges).
• Option E: An exit interview will be conducted.
• Option F: Employee will be offered COBRA continuation of health benefits.

20. Non-Solicitation

• Option A: Employee agrees not to solicit the Employer's customers or co-workers for [Number] months after termination of employment. This clause is deemed reasonable under South Carolina law.

21. Background Check and Eligibility

• Option A: Employment is contingent upon a satisfactory background check and drug screening.
• Option B: Employee must be legally eligible to work in the United States and comply with federal E-Verify requirements.

22. Employee Handbook

• Option A: Employee acknowledges receipt and review of the employee handbook and code of conduct.

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

[Employer Full Legal Name]

By: [Employer Representative Name]

Title: [Employer Representative Title]

Date: [Date]

[Employee Full Legal Name]

Signature: ____________________________

Date: [Date]