Washington customer service representative employment contract template

Washington Customer Service Representative Employment Agreement

This Full-Time Customer Service Representative Employment Agreement (the "Agreement") is made and entered into as of [Date], by and between:

• [Employer Legal Name], a [State of Incorporation] corporation with its principal place of business at [Employer Address] ("Employer"), and
• [Employee Legal Name], residing at [Employee Address] ("Employee").

1. Job Title and Responsibilities

• Job Title: Customer Service Representative
• Responsibilities:
  • Option A: The Employee shall perform the following duties:
    • Receiving and handling inbound customer inquiries via telephone, email, live chat, and other communication channels relevant to the Employer’s business.
    • Providing timely and accurate information on products, services, billing, order status, company policies, and procedures.
    • Effectively resolving customer complaints or issues, troubleshooting basic product/service problems, and escalating complex matters to appropriate internal teams according to defined protocols.
    • Managing customer records and entering interaction details accurately into the company’s CRM and ticketing systems.
    • Processing orders, returns, exchanges, credits, and refunds as authorized.
    • Adhering to company quality and customer satisfaction metrics.
    • Strictly following company, industry, and applicable legal compliance scripts and disclosures, including any mandatory Washington state-required notifications.
    • Upholding all data privacy, Washington-specific consumer protection laws, and identity verification procedures.
  • Option B: Other duties as assigned by the Employer.

2. Work Location

• Option A: The Employee’s primary work location shall be at [Address], located in Washington.
• Option B: The Employee will work remotely from [Employee Address], located in Washington. Employer adheres to Washington's telework requirements concerning minimum wage, rest/meal break compliance, and expense reimbursement (if applicable, as per company policy).
• Option C: The Employee will work in a hybrid work model, splitting time between [Address] and [Employee Address], both located in Washington.

3. Employment Status and Work Hours

• The Employee’s employment is full-time.
• The Employee’s regular work hours will be [Number] hours per week.
• The Employee’s scheduled shifts are [Start Time] to [End Time], [Days of the Week].
• Option A: The Employee may be required to work overtime as needed to meet business demands. Overtime will be compensated at a rate of one and one-half (1.5) times the Employee’s regular hourly rate, as required by RCW 49.46.130.
• Option B: Overtime must be pre-approved by [Supervisor/Manager Title].

4. Compensation and Benefits

• The Employee’s hourly rate is [Dollar Amount] per hour, compliant with Washington's minimum wage laws, including any applicable local ordinances (e.g., Seattle, Tacoma, SeaTac).
• Option A: The Employee is eligible for a shift differential of [Dollar Amount] per hour for hours worked during [Specific Shifts/Times].
• Option B: The Employee is eligible for performance-based bonuses as outlined in the Employer’s Bonus Plan.
• Wages will be paid [Frequency, e.g., bi-weekly] via [Method, e.g., direct deposit].
• The Employer will comply with all applicable wage theft prevention requirements under Washington law.
• The Employee is eligible for the following benefits:
  • Medical, dental, and vision insurance.
  • Paid sick leave as per Washington RCW 49.46.210.
  • Paid family and medical leave under Washington’s Paid Family and Medical Leave program.
  • Vacation and Washington-mandated holiday policy.
  • Retirement savings plan [e.g., 401(k), including guidance on Washington state’s Small Business Retirement Marketplace if employer participates].
  • Wellness or mental health benefits.
  • Commuter benefits [if applicable].

5. Workplace Conduct and Performance

• The Employee shall adhere to the Employer’s policies and procedures regarding workplace conduct and performance, including but not limited to call handling etiquette, compliance with script usage, documentation, and handling sensitive information.
• The Employee must maintain satisfactory customer service performance as measured by [Metrics, e.g., customer satisfaction scores, call quality scores].

6. Background Checks and Screening

• Option A: Employment is contingent upon the successful completion of a background check.
• Option B: Employment is contingent upon the successful completion of a drug test. The Employer will comply with "ban the box" restrictions, if relevant.

7. Confidentiality

• The Employee acknowledges that they will have access to confidential and proprietary information belonging to the Employer and its customers. The Employee agrees to maintain the confidentiality of such information and to comply with the Washington Uniform Trade Secrets Act.
• This includes, but is not limited to, customer data, personal information, business records, and other proprietary information.

8. Intellectual Property

• The Employee agrees that all intellectual property created during the course of their employment, including but not limited to customer service tools, scripts, processes, training materials, and system documentation, shall be the sole and exclusive property of the Employer.

9. Anti-Discrimination and Harassment

• The Employer is an equal opportunity employer and is committed to providing a workplace free of discrimination and harassment. The Employer prohibits discrimination and harassment based on race, color, religion, sex (including pregnancy, sexual orientation, and gender identity), national origin, age, disability, genetic information, marital status, veteran status, or any other characteristic protected by law under the Washington Law Against Discrimination (WLAD), RCW 49.60.
• The Employer is committed to diversity, equity, and inclusion. Any complaints of discrimination or harassment should be reported to [Designated Contact/Department].

10. Paid Sick Leave

• The Employee is entitled to paid sick leave in accordance with Washington RCW 49.46.210. Sick leave accrues at a rate of [Accrual Rate].
• The Employee may use accrued sick leave for the purposes outlined in RCW 49.46.210, including but not limited to the employee's own illness, injury, or health condition, or to care for a family member.

11. Meal and Rest Breaks

• The Employee is entitled to meal and rest breaks in accordance with Washington Administrative Code WAC 296-126-092.
• The Employee will receive a [Number]-minute paid rest break for every [Number] hours worked.
• The Employee will receive a [Number]-minute unpaid meal break for shifts longer than [Number] hours.

12. Workplace Health and Safety

• The Employer will provide a safe and healthy workplace in accordance with Washington OSHA (DOSH) rules.
• The Employee is required to report any workplace injuries to [Designated Contact/Department] immediately.

13. Workplace Accommodation

• The Employer will provide reasonable accommodations for employees with disabilities in accordance with WAC 162-22. Employees requiring an accommodation should contact [Designated Contact/Department] to initiate the interactive process.

14. Use of Company Property

• The Employee is responsible for the proper use and care of all company property, including but not limited to headsets, computers, and phones.
• The Employee must adhere to the Employer’s data security practices and remote access protocols to safeguard customer and company data in line with Washington’s data breach notification statute (RCW 19.255).

15. At-Will Employment

• The Employee’s employment is at-will, meaning that either the Employee or the Employer may terminate the employment relationship at any time, with or without cause or notice, subject to applicable laws and company policy.
• Upon termination of employment, the Employee shall return all company property to the Employer.
• The Employee will receive their final paycheck in accordance with Washington’s final paycheck law (RCW 49.48).

16. Non-Compete

• Option A: The Employee acknowledges that this position does not include a non-compete agreement.
• Option B: [Include only if applicable and permissible under Washington law (RCW 49.62), with required disclosure language based on employee income threshold]
  The Employee agrees to the following non-solicitation agreement: For a period of [Number] months following termination of employment, the Employee shall not solicit, directly or indirectly, any customers or employees of the Employer.

17. Disciplinary and Grievance Procedures

• The Employer will utilize a progressive disciplinary approach, which may include verbal warnings, written warnings, performance improvement plans, and termination. The employee can submit a grievance to [Designated Contact/Department].

18. Dispute Resolution

• Any disputes arising out of or relating to this Agreement shall be resolved through internal complaint escalation, mediation, and optional arbitration before legal proceedings. This Agreement shall be governed by and construed in accordance with the laws of the State of Washington. The exclusive venue for any legal action shall be in the courts of [County] County, Washington.

19. Union Membership

• Option A: The Employee is not required to be a member of a union as a condition of employment.
• Option B: [Include if applicable] The Employer is a unionized workplace and the Employee's employment is subject to the terms of the collective bargaining agreement between the Employer and [Union Name].

20. Acknowledgement

• The Employee acknowledges that they have read and understand this Agreement and agree to be bound by its terms and conditions.
• The Employee acknowledges receipt of the Employer’s policies and procedures.
• Signed this [Day] day of [Month], [Year].

[Employer Legal Name]

By: [Employer Representative Name]

Title: [Employer Representative Title]

[Employee Legal Name]

Signature: ____________________________