Texas customer service representative employment contract template

Texas Customer Service Representative Employment Agreement

This Texas Customer Service Representative Employment Agreement (the "Agreement") is made and entered into as of [Date], by and between [Employer Full Legal Name], a [State] [Entity Type, e.g., Corporation], with its principal place of business at [Employer Address] ("Employer"), and [Employee Full Legal Name], residing at [Employee Address] ("Employee").

1. Employment

Employer hereby employs Employee as a Customer Service Representative, and Employee hereby accepts such employment, subject to the terms and conditions set forth in this Agreement.

2. Job Duties

Employee's primary job duties will include, but are not limited to:

• Responding to customer inquiries via phone, email, or live chat.
• Handling customer complaints and resolving issues effectively.
• Processing customer orders and returns accurately.
• Maintaining accurate and confidential customer records.
• Performing account updates and modifications as needed.
• Adhering to call scripts and quality standards.
• Escalating complex or unresolved issues according to company protocol.
• Meeting defined call handling, satisfaction, and productivity metrics.
• Participating in periodic training regarding customer service processes, technology platforms, and compliance requirements.

3. Required Skills

Employee represents and warrants that they possess the following skills:

• Proficiency with relevant CRM and support software (e.g., [CRM Software Example]).
• Ability to maintain professionalism in high-stress scenarios.
• Option A: Bilingual proficiency in English and Spanish.
• Option B: No additional language requirements.
• Familiarity with company privacy and information security policies.

4. Reporting Structure

Employee will report to the [Supervisor Title].

Employee is part of the [Department Name] Department.

• Attendance at team meetings is:
  • Option A: Mandatory
  • Option B: Required when scheduled
  • Option C: Optional
• Performance reviews will be conducted:
  • Option A: Annually
  • Option B: Semi-annually
  • Option C: As needed

5. Work Location

Employee's primary work location is:

• Option A: On-site at [Address]
• Option B: Hybrid (combination of on-site and remote) according to company policy. On-site days/times: [Days/Times].
• Option C: Remote
  • If Remote: Employee is responsible for maintaining a secure internet connection and workspace that meets company standards.
  • If Remote: Employer will provide and maintain the following equipment: [List of Equipment].
  • Employee agrees to comply with all Texas data security and data privacy laws while working remotely.

6. Work Hours

This is a full-time position.

Employee's standard work hours are [Number] hours per week.

Employee's shift schedule is: [Days and Times].

• Required Availability:
  • Option A: Includes weekends and evenings.
  • Option B: Excludes weekends and evenings.

Lunch and rest breaks will be provided in accordance with Texas law.

7. Overtime

Overtime work requires pre-approval from [Supervisor Title].

Overtime compensation will be paid at one and one-half (1.5) times the Employee's regular rate of pay for all hours worked over 40 in a workweek, as required by the FLSA and Texas law.

Employee must document all overtime hours worked.

8. Compensation

Employee's regular wage is [Dollar Amount] per [Hour/Year].

Employee will be paid [Payment Method, e.g., Direct Deposit] on a [Pay Schedule, e.g., Biweekly] basis.

Employee is eligible for a performance-based bonus/commission based on: [Details of Bonus/Commission Structure].

Pay adjustments will be made at Employer's discretion.

9. Benefits

Employee is eligible for the following benefits, subject to Employer's policies and plan documents:

• Health insurance: [Details of Health Insurance]
• Dental insurance: [Details of Dental Insurance]
• Vision insurance: [Details of Vision Insurance]
• 401(k) or retirement contribution plan: [Details of 401(k)]
• Paid time off (PTO): [Number] days per year, including vacation, sick leave, and personal days.
• Public holidays observed: [List of Holidays].
• Optional benefits: [List of Optional Benefits, e.g., Tuition Reimbursement].

10. Workers' Compensation

Employee is covered by Employer's Texas workers' compensation insurance policy.

Employee agrees to report any workplace injuries or illnesses to [Contact Person/Department] immediately.

11. Data Privacy and Confidentiality

Employee shall not disclose any customer personal, payment, or proprietary information to any third party without authorization.

Employee agrees to comply with all applicable Texas privacy laws and federal laws such as GLBA or HIPAA (if applicable).

This confidentiality obligation survives termination of employment.

Employee agrees to adhere to Employer's social media and customer data policies.

12. Standards of Conduct

Employee agrees to abide by Employer's code of ethics and conduct themselves professionally and respectfully at all times.

Employer maintains a strict anti-harassment and anti-discrimination policy, covering all legally protected categories under Texas law.

Employee agrees to report any instances of harassment or discrimination to [Contact Person/Department].

13. At-Will Employment

Employee's employment is at-will, meaning that either Employer or Employee may terminate the employment relationship at any time, with or without cause or notice, subject to applicable laws.

Employee must provide [Number] days written notice of resignation.

Upon termination, Employee will participate in an exit interview.

• Employer may terminate employment for cause, including:
  • Option A: Gross misconduct.
  • Option B: Unsatisfactory performance.
  • Option C: Violation of company policy.

In the event of a layoff or reduction in force, Employer will comply with the Texas WARN Act, if applicable.

Employee's final paycheck and benefits settlement will be provided in accordance with Texas payday law.

Employee must return all company equipment and access will be removed upon termination.

14. Non-Solicitation and Non-Disclosure

Employee agrees not to solicit Employer's customers or employees for a period of [Number] months following termination of employment.

Employee shall not disclose any confidential information or trade secrets of Employer.

Employee shall not retain any copies of customer lists or other proprietary information.

15. Dispute Resolution

Employee agrees to first attempt to resolve any employment-related disputes through Employer's internal grievance procedure.

If the dispute cannot be resolved internally, the parties agree to mediate/arbitrate (if applicable and permitted by Texas law) the dispute in [County Name] County, Texas.

Texas law shall govern this Agreement.

16. Compliance

Employer and Employee agree to comply with all applicable Texas and federal wage-hour, equal employment, OSHA, and consumer protection laws.

Employer will provide language access or accommodations as required to serve diverse Texas populations.

17. Industry-Specific Regulations

If applicable, Employee agrees to comply with all industry-specific Texas or federal compliance or licensing regulations, such as [Example: Texas Department of Insurance standards].

Employee may be subject to background screening or bonding as required for certain industries.

18. Amendment

Employer reserves the right to amend or update the terms of this Agreement in compliance with Texas notification requirements.

19. Acknowledgment

Employee acknowledges that they have read, understood, and voluntarily accept the terms of this Agreement.

Employee has received a complete copy of this Agreement.

[Electronic Signature Disclosure (If Applicable, Edit as Needed)]: The parties agree that this Agreement may be executed electronically, and that an electronic signature shall have the same force and effect as an original signature.

Employer:

____________________________

[Employer Representative Name and Title]

[Employer Signature]

Date: [Date]

Employee:

____________________________

[Employee Full Legal Name]

[Employee Signature]

Date: [Date]