Wisconsin customer service representative employment contract template

Wisconsin Customer Service Representative Employment Contract

This Wisconsin Customer Service Representative Employment Contract (the "Agreement") is made and entered into as of [Date] by and between:

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

1. Position

• Position Title: Customer Service Representative
• Job Description: Employee will perform duties including, but not limited to:
• Handling inbound and outbound customer communications (phone, email, chat, social media).
• Resolving customer issues according to company procedures and applicable Wisconsin regulations.
• Accurate and timely data entry into Wisconsin-based record systems.
• Escalating complex problems.
• Providing product, billing, and service information in compliance with Wisconsin consumer protection laws.
• Documenting customer interactions for Wisconsin records retention requirements.
• Adherence to Wisconsin’s electronic communications privacy laws.
• Performing duties in accordance with established Wisconsin call center or customer service best practices.

2. Hours of Work

• Full-time: Minimum 40 hours per week.
• Work Schedule: [Specify Work Schedule Details, e.g., Monday-Friday, 9:00 AM - 5:00 PM, or Shift Rotations]
  • Option A: Specify set shift times
  • Option B: Specify rotating shifts
• Breaks & Meal Periods: In accordance with Wisconsin Department of Workforce Development regulations.
  • Option A: Two 15-minute paid breaks and one 30-minute unpaid meal break.
  • Option B: Other arrangements compliant with WI DWD regulations: [Specify Details]
• Overtime: Subject to Wisconsin’s overtime provisions.
  • Option A: Overtime paid at 1.5 times the regular hourly rate for hours worked over 40 in a workweek.
  • Option B: Overtime policy as per Wisconsin law: [Specify Details]
• On-Call/Weekend Coverage: [Specify if applicable, e.g., Not Required, Required on a Rotating Basis]

3. Work Location

• Primary Work Location: [Choose One: On-Site, Remote within Wisconsin, Hybrid]
  • Option A: On-Site: [Employer Address]
  • Option B: Remote within Wisconsin: Employee's home address as specified above, subject to employer approval.
    • Requirement: Maintaining a safe and compliant home office environment.
  • Option C: Hybrid: [Specify On-Site Days and Remote Days/Details]
• Employer-Provided Equipment: [List Equipment, e.g., Computer, Headset, etc.]
• Data Security: Employee will adhere to data security protocols related to customer information under Wisconsin law.

4. Compensation

• Base Wage: [Specify Hourly Wage or Annual Salary] (at or above Wisconsin state minimum wage).
• Overtime Pay: [Specify Overtime Rate, e.g., 1.5 times regular rate]
• Pay Frequency: [Specify Pay Frequency, e.g., Bi-weekly, Semi-monthly]
• Method of Payment: [Specify Method of Payment, e.g., Direct Deposit, Check]
• Wage Deduction Policies: In accordance with Wisconsin wage payment and collection laws.
  • Option A: Standard deductions as required by law (taxes, etc.)
  • Option B: Other deductions (with employee consent): [Specify Details]
• Bonuses/Incentives: [Specify Eligibility and Details, e.g., Performance-Based Bonuses]

5. Benefits

• Wisconsin-Mandated Benefits:
  • Unemployment Insurance
  • Workers’ Compensation Coverage
• Group Health, Dental, and Vision Insurance: [Specify Eligibility Details]
• Optional Employer-Provided Perks:
  • Paid Vacation: [Specify Accrual Rate and Details]
  • Paid Sick Leave: [Specify Accrual Rate and Details]
  • Personal Days: [Specify Number of Days]
  • Holiday Observance: [List Observed Holidays]
  • Paid Breaks: As required under applicable wage orders.

6. Training and Orientation

• Training Requirements: Employee will complete training on:
  • Customer service systems.
  • Company products or services.
  • Wisconsin consumer protection standards.
  • Complaint resolution under Wisconsin law.
  • Continuing professional development specific to the customer service field.
• Orientation: Employee will attend a company orientation to familiarize themselves with company policies and procedures.

7. Reporting Structure and Collaboration

• Reporting Structure: Employee will report to [Manager Title].
• Chain of Command: [Specify Chain of Command].
• Collaboration: Employee will collaborate with [List Departments, e.g., Technical Support, Billing].
• Internal Communication Protocols: Employee will adhere to employer-specific internal communication protocols.

8. Confidentiality and Data Privacy

• Confidentiality: Employee shall maintain the confidentiality of customer data.
• Data Privacy: Employee will comply with Wisconsin’s Uniform Trade Secrets Act.
• Prohibition: Employee shall not share, misuse, or improperly access customer information.
• Treatment of Sensitive Data: Employee will adhere to specific protocols for handling customer financial or health data (if relevant).

9. Ownership of Work Product

• All customer records, scripts, responses, feedback documentation, and process documentation generated during employment are the exclusive property of the Employer.
• No customer information may be removed from the workplace or system except as authorized under Wisconsin law.

10. Electronic Monitoring and Call Recording

• Electronic Monitoring: The employer may monitor electronic communications.
• Call Recording: The employer may record telephone communications, in accordance with Wisconsin’s “one-party consent” law.
• Employee Notification: Employee will be notified of any monitoring activity as stipulated by state regulations.

11. Workplace Conduct Standards

• Communication: Proper communication with customers (civility, anti-harassment, nondiscrimination).
• Escalation: Adherence to company policies on neutral language and appropriate escalation.
• Performance: Meeting customer service metrics and performance expectations tailored to industry standards.

12. Anti-Discrimination, Equal Opportunity, and Anti-Harassment

• Employer prohibits discrimination based on race, color, national origin, ancestry, sex, sexual orientation, gender identity, marital status, age, disability, arrest/conviction record, military service, and use or nonuse of lawful products off-premises, as protected under the Wisconsin Fair Employment Act.
• Employer prohibits harassment and retaliation.

13. Dress Code and Appearance

• [Specify Dress Code or Appearance Standards]

14. Sales Activities (If Applicable)

• Commission Structure: [Specify Commission Structure]
• Incentives: [Specify Sales Incentives]
• Compliance: Compliance with Wisconsin solicitation laws.
• Training: Additional training for sales activities.

15. Use of Company Communication Systems

• Restrictions on Personal Communication: [Specify Restrictions]
• Data Security Protocols: Employee will follow data security protocols for customer-facing software/systems.
• IT/Security Incident Reporting: Employee will report IT or security incidents.

16. Discipline and Corrective Action

• Progressive Discipline: [Outline Progressive Discipline Steps]
• Employee Rights: Employee has the right to respond to disciplinary actions.
• Wisconsin-Specific Whistleblower Protections: Employee is protected for reporting illegal or unethical activity.

17. Employment Status

• At-Will Employment: Employment is "at-will" in accordance with Wisconsin law.
• Cause for Termination: [Specify Company-Specific Cause for Termination, if any]
• Notice Requirements: [Specify Notice Requirements, if any]
• Final Wage Payment: Final wage payment will be made in compliance with Wisconsin statutes.
• Return of Property: Employee will return all company property upon termination.

18. Resignation and Termination Procedures

• Resignation: [Specify Resignation Procedures]
• Termination: [Specify Termination Procedures]
• Severance: [Specify Severance Arrangements, if any]
• Reference/Professional Recommendation: [Specify Policy]
• Post-Termination Confidentiality: Employee's duty of confidentiality continues after termination.

19. Mandatory Notices and Information

• Wage Notice at Hire
• Unemployment Insurance Notice
• Workers’ Compensation Notice
• “Right to Work” Notification (if applicable)

20. Dispute Resolution

• Internal Grievance Procedure: [Specify Internal Grievance Procedure]
• Mediation/Arbitration: [Specify Details, if offered]
• Governing Law: Wisconsin law governs this Agreement.
• Venue: State courts in Wisconsin will be the venue for any litigation.

21. Workplace Safety

• OSHA Compliance: Compliance with Wisconsin Occupational Safety and Health regulations.
• Customer Service Ergonomics: Employer responsibilities for customer service ergonomics.
• Work-Related Injury Reporting: Employee will report work-related injuries.

22. Local Ordinances

• Compliance with applicable local (city/county) customer service-related ordinances.

23. Restrictive Covenants

• This agreement is subject to Wisconsin's prohibition on the use or enforcement of broad non-compete clauses for most frontline customer service positions. Any restrictive covenants (e.g., non-solicitation, confidentiality) are narrowly tailored.

24. General Provisions

• Contract Modifications: Modifications must be in writing and signed by both parties.
• Entire Agreement: This Agreement constitutes the entire agreement between the parties.
• Waiver: No waiver of any provision shall be effective unless in writing.
• Severability: If any provision is held invalid, the remaining provisions shall remain in effect.
• Assignment: This Agreement may not be assigned by the Employee.

25. Acknowledgement of Receipt

• Employee acknowledges receipt of the employee handbook and specific customer service policies.

26. Periodic Review

• Periodic review, feedback, and updates to job expectations and contract terms.

IN WITNESS WHEREOF, the parties have executed this Agreement as of the date first written above.

____________________________

[Employer Representative Name], [Employer Title]

Employer

____________________________

[Employee Name]

Employee