Customer Service Representatives

Many companies hire customer service representatives or people with similar titles (“CSRs”) to communicate with customers, enter orders, and coordinate with other departments to answer questions. These other titles may include: customer service specialists, inbound or outbound sales agents, or virtual receptionists.

Some of these companies pay CSRs a salary and classify them as exempt from state and federal overtime requirements under the “Administrative Exemption.” As a result, these CSRs work overtime without receiving the overtime wages required by law. Getman, Sweeney & Dunn believes that CSRs are often misclassified because their job duties do not meet the requirements of the Administrative Exemption. Even though a CSR is paid a salary, the CSR may still be entitled to overtime pay.

Other companies may pay the CSRs on an hourly basis, but fail to pay for all hours worked. If this happens, then the company may violate the state’s wage payment or overtime pay act or the overtime pay provisions of the Fair Labor Standards Act. For example, companies may not pay for work performed at home, pre-shift work (such as logging into the computer or phone), worked performed during lunch or meal breaks, or post-shift work (such as remaining on a customer call after hours).

If you have worked as a CSR or in a similar capacity and were not paid for all of your hours worked, including for your overtime hours, and would like to speak with us about whether you were paid all wages you were owed, please send us the information needed by filling out the Industry Inquiry form.

 

If you work in this industry and would like to speak with us about whether you were paid all wages you were owed, please send us the information needed by filling out the Industry Inquiry form.

Industry Inquiry