Orgenesis is a global biotechnology company committed to advancing innovative cell and gene therapy solutions that improve patient care worldwide. Through operational excellence and exceptional customer support, we help connect patients, healthcare providers, partners, and stakeholders with the information and services they need. We are seeking dedicated and customer-focused Call Center Agents to join our growing remote support team.

Position Summary

The Call Center Agent is responsible for handling inbound and outbound customer communications, addressing inquiries, resolving issues, documenting interactions, and providing outstanding customer service. This position requires strong communication skills, professionalism, problem-solving abilities, and the ability to work effectively in a fast-paced remote environment.

Location: Remote (United States)

Employment Type: Full-Time

Department: Customer Experience & Support

Reports To: Call Center Supervisor / Customer Support Manager

Salary Range: $20.00 – $35.00 per hour, based on experience, qualifications, and location.

Key Responsibilities

Customer Communication

• Answer incoming customer calls in a professional, courteous, and timely manner.
• Handle customer inquiries regarding products, services, programs, and company procedures.
• Respond to customer emails, voicemails, and support tickets.
• Provide accurate information while maintaining excellent service standards.
• Build positive relationships with customers and stakeholders.

Issue Resolution

• Identify customer concerns and determine appropriate solutions.
• Resolve routine service issues during first contact whenever possible.
• Escalate complex issues to supervisors or specialized departments.
• Follow up with customers to ensure satisfactory resolution.
• Maintain ownership of customer concerns until completion.

Outbound Calls & Follow-Up

• Conduct outbound calls regarding customer requests, account updates, and follow-up activities.
• Confirm appointments, service requests, and account information.
• Participate in customer outreach initiatives and satisfaction surveys.
• Support retention and engagement efforts.

Documentation & Data Management

• Record detailed notes regarding all customer interactions.
• Update customer information in CRM systems.
• Maintain accurate records and documentation.
• Ensure data integrity and confidentiality.
• Generate reports and summaries as required.

Administrative Support

• Process forms, requests, and customer documentation.
• Assist with scheduling and coordination activities.
• Support department projects and operational initiatives.
• Maintain compliance with company policies and procedures.

Team Collaboration

• Collaborate with customer service, operations, finance, and management teams.
• Participate in team meetings, training sessions, and quality reviews.
• Share customer feedback and recommendations for service improvements.
• Contribute to a positive and collaborative work environment.

Qualifications

Required Qualifications

• High school diploma or equivalent.
• Minimum of 1 year of customer service, call center, contact center, administrative, or support experience.
• Strong verbal and written communication skills.
• Excellent interpersonal and relationship-building abilities.
• Strong problem-solving and conflict-resolution skills.
• Ability to multitask and prioritize responsibilities.
• Ability to work independently in a remote environment.
• Reliable internet connection and dedicated home workspace.

Preferred Qualifications

• Associate's or Bachelor's degree.
• Previous remote call center experience.
• Experience in healthcare, biotechnology, pharmaceutical, or life sciences industries.
• Experience using CRM platforms such as Salesforce, Zendesk, HubSpot, or similar systems.
• Bilingual language skills are highly valued.

Required Skills

Customer Service Skills

• Active Listening
• Customer Relationship Management
• Empathy and Patience
• Conflict Resolution
• Customer Retention
• Professional Communication
• Problem Solving
• Time Management

Technical Skills

• CRM Software
• Microsoft Office Suite
• Google Workspace
• Data Entry
• Ticketing Systems
• Call Center Platforms
• Virtual Communication Tools
• Basic Reporting Software

Daily Duties

A typical day may include:

• Answering inbound customer calls.
• Responding to customer emails and messages.
• Updating customer records and databases.
• Resolving service-related concerns.
• Processing requests and documentation.
• Conducting follow-up communications.
• Collaborating with internal departments.
• Meeting productivity and customer satisfaction goals.

Performance Expectations

Successful candidates will:

• Maintain high customer satisfaction ratings.
• Meet established call quality and productivity standards.
• Resolve inquiries accurately and efficiently.
• Maintain accurate documentation.
• Adhere to company policies and compliance standards.
• Demonstrate professionalism in every customer interaction.

Benefits

Health & Wellness

• Medical Insurance
• Dental Insurance
• Vision Insurance
• Employee Assistance Program (EAP)
• Mental Health Support Resources
• Wellness Programs

Financial Benefits

• Competitive Compensation
• Performance-Based Bonus Opportunities
• 401(k) Retirement Plan with Company Match (where applicable)
• Flexible Spending Accounts (FSA)
• Health Savings Account (HSA) Eligibility

Paid Time Off

• Paid Time Off (PTO)
• Paid Holidays
• Sick Leave
• Bereavement Leave
• Jury Duty Leave

Remote Work Benefits

• Fully Remote Work Environment
• Flexible Scheduling Opportunities
• Home Office Support
• Equipment Assistance (where applicable)

Professional Development

• Paid Training Programs
• Career Advancement Opportunities
• Leadership Development Programs
• Continuing Education Resources
• Internal Promotion Opportunities

Work Schedule

• Full-Time Position
• Monday through Friday
• Flexible shifts available based on business needs
• Occasional evening or weekend coverage may be required

Why Join Orgenesis?

At Orgenesis, employees contribute to meaningful work that supports innovation in healthcare and biotechnology. We foster a collaborative culture that values integrity, service excellence, continuous learning, and professional growth. As a Call Center Agent, you will help create positive experiences for customers while supporting a mission-driven organization focused on improving lives globally.

Equal Opportunity Employer

Orgenesis is an Equal Opportunity Employer and is committed to creating a diverse and inclusive workplace. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, age, disability, veteran status, sexual orientation, gender identity, or any other protected characteristic under applicable law.