Call Center Representative

Orgenesis is a biotechnology company focused on advancing cell and gene therapies through its Point of Care (POCare) platform and global network of healthcare, research, and industry partners. The company works to make advanced therapies more accessible, affordable, and scalable for patients worldwide.

The Call Center Representative serves as the first point of contact for customers, healthcare partners, vendors, patients, and internal stakeholders. This role is responsible for handling inbound and outbound communications, providing accurate information, resolving inquiries, documenting interactions, and ensuring exceptional customer service that reflects Orgenesis' commitment to innovation and patient-centered solutions.

Essential Responsibilities

Customer Service & Communication

• Answer incoming calls, emails, and customer inquiries professionally and courteously.
• Provide accurate information regarding company services, programs, products, and support resources.
• Resolve customer concerns, complaints, and requests in a timely manner.
• Escalate complex issues to supervisors or appropriate departments when necessary.
• Maintain a positive and professional attitude during all customer interactions.
• Follow call center scripts and communication guidelines while personalizing customer interactions.

Data Entry & Documentation

• Record and update customer information in CRM and company databases.
• Document all communications, inquiries, complaints, and resolutions accurately.
• Verify customer information and maintain updated records.
• Generate reports and summaries for management as required.
• Ensure confidentiality and security of customer and company information.

Administrative Support

• Schedule appointments, meetings, and follow-up communications.
• Process requests and route inquiries to appropriate departments.
• Assist with document management and recordkeeping activities.
• Support departmental projects and administrative initiatives.

Quality & Compliance

• Adhere to company policies, procedures, and regulatory requirements.
• Maintain compliance with data privacy and confidentiality standards.
• Meet established productivity, quality assurance, and customer satisfaction goals.
• Participate in training sessions and continuous improvement initiatives.

Required Qualifications

Education

• High School Diploma or GED required.
• Associate degree in Business Administration, Communications, Healthcare Administration, or related field preferred.

Experience

• Minimum 1–2 years of customer service, call center, or administrative experience.
• Experience handling high call volumes and customer inquiries.
• Experience using CRM systems and customer databases preferred.
• Biotechnology, healthcare, pharmaceutical, or life sciences experience is a plus.

Technical Skills

• Proficiency with Microsoft Office Suite (Word, Excel, Outlook).
• Experience with CRM software and call management systems.
• Strong computer and data entry skills.
• Ability to learn new software and technologies quickly.

Communication Skills

• Excellent verbal and written communication skills.
• Strong active listening abilities.
• Professional telephone etiquette.
• Ability to communicate clearly and effectively with diverse audiences.

Preferred Qualifications

• Experience supporting healthcare, biotechnology, pharmaceutical, or research organizations.
• Knowledge of patient services or healthcare operations.
• Familiarity with quality assurance and regulated environments.
• Bilingual communication skills are an asset.

Key Competencies

• Customer-focused mindset
• Attention to detail
• Problem-solving abilities
• Organizational skills
• Time management
• Adaptability
• Professionalism
• Team collaboration
• Reliability
• Confidentiality

Benefits

Orgenesis may offer a competitive benefits package that includes:

• Competitive salary
• Health insurance (medical, dental, and vision)
• Paid vacation and sick leave
• Paid company holidays
• 401(k) retirement savings plan
• Life and disability insurance
• Employee Assistance Program (EAP)
• Professional development and training opportunities
• Career advancement opportunities
• Flexible work arrangements where applicable
• Employee wellness initiatives
• Performance-based recognition programs

Physical Requirements

• Ability to sit for extended periods while using a computer and telephone.
• Ability to communicate effectively via phone, email, and virtual platforms.
• Occasional lifting of office materials up to 20 pounds.
• Ability to manage multiple tasks in a fast-paced environment.

Performance Expectations

• Achieve customer satisfaction and quality assurance targets.
• Maintain accurate and timely documentation of all interactions.
• Meet call handling and productivity goals.
• Demonstrate professionalism and reliability.
• Support Orgenesis' mission of improving access to advanced cell and gene therapies through exceptional customer service.

Equal Employment Opportunity Statement

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