Virginia customer service representative employment contract template

Virginia Customer Service Representative Employment Contract

This Virginia Customer Service Representative Employment Contract (the “Agreement”) is made and entered into as of [Date], by and between [Employer Name], with its principal place of business at [Employer Address] (“Employer”), and [Employee Name], residing at [Employee Address] (“Employee”).

1. Position

The Employer hires the Employee as a Customer Service Representative.

• Option A: The Employee’s primary duty station will be at [Location] in Virginia.
• Option B: The Employee will work remotely from [Employee Address], Virginia, subject to the Employer’s remote work policy.

2. Job Responsibilities

The Employee shall perform the following duties, consistent with the requirements of a Customer Service Representative role in Virginia:

• Responding to client inquiries via phone, email, or chat.
• Managing complaint resolution.
• Tracking and updating customer interaction records in designated customer relationship management (CRM) systems.
• Ensuring compliance with company communication scripts and quality benchmarks.
• Documenting interactions and maintaining confidentiality of customer personal data under applicable Virginia privacy and data breach notification laws (including VA Code § 18.2-186.6).
• Escalating unresolved issues to supervisors as per internal workflow protocols.
• Fulfilling specific sectoral compliance duties such as those mandated in healthcare, finance, or telecommunications industries operating locally.
• Additional Duties: [Describe other duties]

3. Required Skills

The Employee must possess the following skills:

• Proficiency in English (and [Other Language], if applicable).
• Computer literacy.
• Typing speed of at least [Number] words per minute.
• Familiarity with call center telephony and CRM technologies, specifically [CRM System].

4. Reporting Structure

The Employee will report to [Supervisor Name], [Supervisor Title]. One-on-one meetings will be held [Frequency].

5. Employment Status and Work Schedule

This is a full-time employment position, generally defined as 35-40 hours per week in Virginia.

• Option A: The Employee’s work schedule will be [Work Schedule, e.g., Monday-Friday, 9:00 AM to 5:00 PM].
• Option B: The Employee will work a shift schedule to be determined by the Employer, subject to reasonable advance notice.
  • Overtime will be compensated at time-and-one-half as required by the FLSA and Virginia law.
  • The Employee is entitled to meal and rest breaks as required by the Virginia Department of Labor and Industry (DOLI).

6. Compensation

The Employee will be compensated as follows:

• Option A: Annual gross salary of [Dollar Amount], payable [Pay Frequency, e.g., bi-weekly].
• Option B: Hourly wage of [Dollar Amount], payable [Pay Frequency, e.g., bi-weekly].
  • Payment method: [Payment Method, e.g., direct deposit].
  • Bonus: Eligible for a bonus based on [Bonus Criteria], according to the Employer’s bonus plan.
  • Shift differential: [Shift differential details, if applicable]

7. Benefits

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

• Health insurance: [Health Insurance Details]
• Dental insurance: [Dental Insurance Details]
• Vision insurance: [Vision Insurance Details]
• 401(k) or other retirement savings plan: [401(k) Details]
• Paid Time Off (PTO): [PTO Allocation]
• Sick days: [Sick Day Policy]
• Holidays: [List of Holidays]
• Tuition reimbursement: [Tuition Reimbursement Details]
• Employee Assistance Program (EAP): [EAP Details]

8. Intellectual Property

All intellectual property created or accessed by the Employee during the course of employment, including customer lists, scripts, knowledge bases, and training materials, shall be the sole property of the Employer.

9. Confidentiality and Data Protection

The Employee shall maintain the confidentiality of all Employer and customer information and comply with all applicable Virginia data protection laws, including VA Code § 18.2-186.6. The Employee shall not use customer data for any purpose other than authorized by the Employer. Suspected breaches must be reported immediately. Upon termination, all records must be returned or destroyed as directed by the Employer.

10. Behavioral and Performance Expectations

The Employee shall adhere to the Employer’s code of conduct, anti-harassment policies, and all applicable laws, including the Virginia Human Rights Act. The Employee shall also comply with customer interaction quality standards and protocols for escalating customer issues. Social media and personal electronic device use during work hours is subject to the Employer's policy.

11. Disciplinary Procedures

The Employer may take disciplinary action, up to and including termination, for performance or conduct issues. The Employer may use progressive discipline, but is not required to do so, consistent with Virginia's at-will employment doctrine.

12. At-Will Employment

This is an at-will employment relationship, meaning that either the Employee or the Employer may terminate the employment relationship at any time, with or without cause or notice, subject to the terms of this Agreement.

• Option A: In the event of resignation, the Employee shall provide [Number] weeks’ written notice to the Employer.
• Option B: In the event of termination by the Employer without cause, the Employee will receive [Severance Details] severance pay.

13. Final Wage Payment

Upon termination, the Employee’s final wages will be paid on the next regular payday, in accordance with Virginia law.

14. Restrictive Covenants

In compliance with VA Code § 40.1-28.7:8, any restrictive covenants, such as customer non-solicitation or confidentiality agreements, must be reasonable and narrowly tailored to protect the Employer's legitimate business interests and shall not unreasonably restrict the Employee's future employment.

• Option A: Non-solicitation: Employee agrees not to solicit the Employer's customers for a period of [Number] months following termination of employment.
• Option B: (If no restrictive covenants are used) The parties agree that no restrictive covenants shall apply in this agreement.

15. Workplace Safety

The Employee shall comply with the Employer’s workplace violence, anti-bullying, and workplace safety policies, and all applicable Virginia Occupational Safety and Health (VOSH) regulations.

16. Dispute Resolution

Any disputes arising out of or relating to this Agreement shall be resolved through:

• Option A: Internal grievance procedures.
• Option B: Voluntary mediation in [City], Virginia.
• Option C: Binding arbitration in [City], Virginia, in accordance with the rules of the American Arbitration Association.
  • Venue for any litigation shall be in [City], Virginia.

17. Workers’ Compensation

The Employee is covered by the Employer’s workers’ compensation insurance as required by Virginia law. Any workplace injuries must be reported immediately.

18. Required Notices

The Employee acknowledges receipt of the following notices:

• Virginia is an At-Will Employment State.
• Family and Medical Leave Act (FMLA) rights.
• Wage theft protection information.
• Employee Handbook

19. Training Requirements

The Employee is required to complete training on:

• Security protocols.
• Harassment prevention.
• Compliance updates.
• Complaint resolution procedures.

20. Bilingual Work (If Applicable)

• Option A: Employee is required to utilize [Language] language skills to communicate with customers.
• Option B: Additional compensation of [Amount] per [Pay Period] will be provided for bilingual work.

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]

[Employee Name]

Signature:

Date: