Utah customer service representative employment contract template

Utah Customer Service Representative Employment Contract

This Utah Customer Service Representative Employment Contract (the “Agreement”) is made and entered into as of [Date], by and between [Employer Name], with a 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.
• Option A: The Employee accepts this employment and agrees to perform the duties and responsibilities outlined below.
• Option B: The Employee’s acceptance is contingent upon successful completion of a background check.

2. Job Description:

• The Employee will perform duties typically associated with a Customer Service Representative, including, but not limited to:
• Handling inbound and outbound customer communication (calls, emails, chats).
• Providing support, troubleshooting, and product/service information.
• Complaint resolution.
• Documenting customer interactions and account updates.
• Escalating procedures as per company policy.
• The Employee must possess:
• Familiarity with company products/services.
• Fluency in [Language(s)].
• Operation and knowledge of CRM platforms and phone systems.
• Adherence to call scripts and quality assurance protocols.
• Compliance with service-level agreements (SLAs).

3. Compliance and Conduct:

• The Employee agrees to maintain professionalism, de-escalate conflicts, and maintain customer data confidentiality.
• Employee shall comply with the Telephone Consumer Protection Act (TCPA), Fair Debt Collection Practices Act (FDCPA) (if applicable), and Utah-specific consumer protection laws.

4. Reporting and Evaluation:

• The Employee will report to [Supervisor Name/Title].
• Performance will be evaluated based on:
• Call handling time.
• Customer satisfaction scores.
• The Employee is required to:
• Participate in team meetings.
• Attend ongoing training and certification programs.
• Participate in regular feedback sessions.

5. Worksite:

• The designated worksite is [Worksite Address].
• Option A: Remote work is permitted, subject to company policy and Utah wage-hour law compliance.
• Option B: No remote work is permitted.
• If remote work is permitted, the Employee agrees to maintain a safe workspace, comply with data privacy measures, and use company equipment appropriately.

6. Work Hours:

• This is a full-time position.
• Standard work hours are [Number] hours per week.
• Scheduling flexibility (shift, weekends, evenings, or holidays) may be required.
• Option A: Overtime is eligible per Utah law.
• Option B: Overtime is not eligible.
• If overtime is eligible, it must be approved in advance and accurately tracked.
• The Employee is entitled to meal and rest breaks as required by Utah law.

7. Compensation:

• The Employee will be paid [Hourly Wage/Salary] [Frequency, e.g., bi-weekly].
• Payment method: [Direct Deposit/Check].
• Option A: Employee is eligible for shift differentials.
• Shift differential amount: [Dollar Amount].
• Option B: Employee is not eligible for shift differentials.
• Option A: Employee is eligible for customer satisfaction/performance bonuses.
• Bonus structure: [Describe Bonus Structure].
• Option B: Employee is not eligible for bonuses.
• The Employer will comply with Utah wage transparency and pay statement requirements.

8. Benefits:

• The Employee is eligible for the following benefits:
• Health insurance [Details].
• Dental and vision insurance [Details].
• Paid time off and sick leave in accordance with Utah policy [Details].
• Utah state holidays [List Holidays].
• Employee assistance program [Details].
• Wellness resources [Details].
• Option A: 401(k) [Details].
• Option B: Tuition reimbursement [Details].
• Option C: Job-related certification courses [Details].
• Option D: Commuting/remote work stipends [Details].

9. Ownership and Confidentiality:

• All customer communication records, knowledge bases, or service process improvements created during employment are the property of the Employer.
• The Employee agrees to maintain strict confidentiality of customer data, proprietary information, internal processes, and trade secrets.
• Compliance with Utah Data Protection statutes, including the Utah Consumer Privacy Act, is required.
• Unauthorized disclosure of customer information is strictly prohibited, both during and after employment.

10. Code of Conduct:

• The Employee agrees to abide by the Employer’s code of conduct and behavioral expectations.
• This includes adherence to anti-harassment and discrimination policies in line with the Utah Antidiscrimination Act and federal law.
• A reporting mechanism for workplace concerns is in place.

11. Workplace Standards:

• The Employee must maintain professional standards regarding:
• Workplace appearance.
• Telephone etiquette.
• Punctuality.
• Use of personal devices or social media while at work.
• Adherence to dress code and workplace conduct policies.

12. Substance Abuse Policy:

• The Employee agrees to comply with the Employer's substance abuse policy, in line with Utah law.
• Option A: Drug testing is required.
• Option B: Drug testing is not required.

13. Training and Compliance:

• The Employee is required to participate in customer service and industry-specific trainings/certifications.
• The Employee must comply with changes to laws, company policies, or service technologies.

14. Post-Employment Restrictions:

• Any non-compete restrictions shall comply with the Utah Post-Employment Restrictions Act.
• Non-competes are limited to one year and subject to express limitations.
• Non-solicitation and non-disclosure provisions are precisely defined.

15. At-Will Employment:

• Employment is at-will, as recognized under Utah law.
• The Employee may resign at any time, and the Employer may terminate employment at any time, with or without cause.
• Voluntary resignation requires [Number] days' notice.
• Final wage payment will be made according to Utah statutes.
• Option A: Severance may be offered based on company policy.
• Option B: Severance will not be offered.
• An exit interview will be conducted, and the Employee must return company devices and delete company data upon termination.

16. Layoff/Position Elimination:

• Layoff or position-elimination processes will comply with applicable Utah Reduction in Force and WARN requirements.

17. Dispute Resolution:

• A complaints/grievance resolution protocol is in place, prioritizing internal dispute resolution, then mediation or arbitration per Utah law.
• Choice of law and venue shall be in Utah.
• All employment claims must be brought under Utah jurisdiction.

18. Workers' Compensation and Safety:

• The Employee is covered by workers’ compensation insurance.
• Workplace injury reporting obligations must be followed.
• The Employer will provide reasonable accommodations for disabilities and comply with Utah labor safety standards.

19. Equal Opportunity:

• The Employer is committed to a diverse and inclusive workforce.
• Compliance with Utah and federal anti-retaliation laws is required.
• Diversity training will be provided as relevant.

20. Modification:

• All contract elements are modifiable to meet the Employer’s operational needs and evolving legal requirements.

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]