South Dakota call center representative employment contract template

South Dakota Call Center Representative Employment Contract

This is a full-time Call Center Representative employment contract in the state of South Dakota.

Execution Date: [Date]

Employer Information:

• Business Name: [Business Name]
• Address: [Business Address]
• Contact Person: [Contact Person Name]
• Contact Information: [Business Phone Number] / [Business Email Address]

Employee Information:

• Full Legal Name: [Employee Full Legal Name]
• Address: [Employee Address]
• Contact Information: [Employee Phone Number] / [Employee Email Address]

Position: Call Center Representative

Job Responsibilities:

• Handling inbound and outbound customer calls.
• Providing customer service and support.
• Following call scripts.
• Performing account lookups and verifications.
• Documenting call details in CRM systems.
• Escalating complex issues per company protocol.
• Adhering to performance metrics (average handle time, call quality, customer satisfaction).

Required Skills and Experience:

• Proficiency in call center software.
• Data entry skills.
• Communication skills.
• Conflict resolution skills.
• Mandatory training in privacy and company processes.

Work Location:

• Option A: At the employer's South Dakota call center site.
  • On-site attendance requirements: [Specific Attendance Requirements]
  • Security access protocols: [Security Protocols]
• Option B: Approved remote work arrangement.
  • Equipment provided: Headset, computer, software for call handling and recording.
  • Standards for remote/hybrid work: Compliance with South Dakota labor and data protection laws. [Specific Remote Work Requirements]

Employment Status and Schedule:

• Full-time: Typically 40 hours per week.
• Shift Options:
  • Option A: Day
  • Option B: Evening
  • Option C: Night
  • Option D: Rotating
• Schedule:
  • Option A: Fixed schedule - [Specify Schedule]
  • Option B: Variable schedule - [Specify Scheduling Process]
• Breaks: Mandatory daily/weekly breaks as required under South Dakota law. [Specify Break Schedule]
• Meal Periods: [Specify Meal Period Policy]
• Call Queue Coverage: [Specify Call Queue Coverage Policy] / Shift transition hand-off procedures. [Specify Hand-Off Procedures]

Compensation:

• Option A: Hourly wage: [Hourly Wage] (as per South Dakota minimum wage laws)
• Option B: Salary: [Annual Salary]
• Pay Frequency: [Weekly/Bi-weekly/Monthly]
• Overtime Pay: 1.5x standard rate for hours over 40/week, in accordance with South Dakota and federal FLSA.
• Bonuses:
  • Option A: Performance-based bonuses - [Specify Bonus Criteria]
  • Option B: Attendance-based bonuses - [Specify Bonus Criteria]
  • Option C: Customer satisfaction bonuses - [Specify Bonus Criteria]
  • Option D: No bonuses are offered.
• Shift Differentials: [Specify Shift Differential Details for Nights/Weekends]
• Method of Payment: [Direct Deposit/Check]

Benefits:

• Health Insurance: [Specify Health Insurance Details]
• Dental Insurance: [Specify Dental Insurance Details]
• Vision Insurance: [Specify Vision Insurance Details]
• Retirement Plan:
  • Option A: 401(k) - [Specify 401(k) Details]
  • Option B: State benefits - [Specify State Benefit Details]
  • Option C: No Retirement Plan Offered.
• Paid Vacation: [Specify Paid Vacation Policy]
• Sick Leave: [Specify Sick Leave Policy – Note: South Dakota does not mandate paid sick leave, but may require compliance with company policy or FMLA.]
• Jury Duty Leave: Per South Dakota law.
• Military Leave: Per South Dakota law.
• Holidays: [List Paid/Unpaid Public Holidays]

Confidentiality Obligations:

• Protection of customer personal information, call data, payment details, and business secrets.
• Reference to applicable privacy laws (GLBA, HIPAA - if applicable) and internal company policies.
• Obligations survive termination.
• Heightened vigilance for call recording confidentiality, use, and disclosure controls.

Technology Use and Monitoring:

• Explicit consent for call monitoring and recording.
• Use of company communication and IT monitoring software.
• Compliance with South Dakota’s one-party consent law for recorded phone calls documented in writing.

Intellectual Property:

• All training materials, scripts, and call-handling innovations produced during employment belong to the employer.
• Restrictions on using or sharing call templates, scripts, or customer lists outside approved job functions.

Training Requirements:

• Mandatory participation in call center training.
• Scheduling and compensation for training hours.
• Periodic re-certification on customer service, data protection, and anti-harassment policies.

Behavioral Standards:

• Punctuality and adherence to schedule.
• Maintaining professionalism during customer interactions.
• Proper use of scripts.
• Compliance with call escalation protocols.
• Restrictions on personal device usage while on duty.

Anti-Discrimination and Harassment:

Discrimination or harassment based on age, sex, race, color, religion, disability, national origin, genetic information, sexual orientation, or veteran status is prohibited, fully compliant with South Dakota law and federal statutes.

At-Will Employment:

Clarification that the employment relationship is at-will, meaning either party can terminate the employment at any time, with or without cause or notice (unless company policy provides otherwise).

Termination:

• Voluntary Resignation: [Specify Notice Period and Exit Interview Requirements]
• Company-Initiated Dismissal: [Specify Dismissal Procedures]
• Summary Dismissal for Cause: Gross misconduct, insubordination, data breaches, or failure to meet call center KPIs.
• Final Paycheck: Paid no later than the next regular payday (as per South Dakota law).

Return of Property:

Return of headsets, badges, company-issued computers, and revocation of software logins.

Complaint Reporting:

• Complaint reporting channels for workplace grievances.
• Compliance with whistleblower protection under South Dakota law and federal law.
• Requirement for prompt reporting of suspected data breaches or security incidents.

Anti-Retaliation Policy:

• Protections for reporting policy violations or illegal acts.
• Reference to internal investigation procedures.

Compliance with Regulations:

Mandatory compliance with all applicable local, state, and federal call center industry regulations (telemarketing sales rules, Do Not Call regulations, TCPA compliance).

Health and Safety:

• Provisions for call center ergonomics, vocal health, stress management.
• Compliance with South Dakota workers’ compensation insurance and reporting requirements for job-related injuries and illnesses.
• [Include COVID-19 or other communicable disease policies, if relevant]

Dispute Resolution:

• Step-by-step grievance escalation.
• Mediation.
• South Dakota venue and law as choice of law for disputes.
• [Specify whether Arbitration is Required, If Permitted by South Dakota Law]

Non-Solicitation and Confidentiality:

• Non-solicitation of customers or co-workers for a defined period following employment, to the extent enforceable under South Dakota law. [Specify Non-Solicitation Period and Scope]
• Compliance with South Dakota's stance on non-compete agreements. [Specify non-compete terms, if applicable, ensuring narrowly drafted and compliant with local law.]

Employment Eligibility Verification:

Compliance with federal E-Verify and South Dakota-specific employment eligibility verification as required.

Accessibility:

The contract language is plain, clear, and available in alternate formats if necessary for ADA compliance.

Agreement:

By signing below, both the Employer and Employee agree to the terms and conditions outlined in this South Dakota Call Center Representative Employment Contract.

____________________________
[Employer Representative Name]

____________________________
[Employee Name]

____________________________
Date