Orgenesis is a global biotechnology company dedicated to transforming healthcare through innovative cell and gene therapy solutions. We are committed to delivering exceptional service and support to our customers, partners, and stakeholders. We are seeking motivated and customer-focused Call Center Representatives to join our growing remote support team.

Position Summary

The Call Center Representative serves as a primary point of contact for incoming and outgoing customer communications. This role is responsible for handling inquiries, resolving issues, providing information, documenting interactions, and ensuring an outstanding customer experience. The ideal candidate is professional, empathetic, detail-oriented, and thrives in a fast-paced remote environment.

Location: Remote (United States)

Employment Type: Full-Time

Department: Customer Support / Contact Center

Reports To: Call Center Supervisor or Customer Support Manager

Key Responsibilities

Customer Support

• Answer inbound customer calls in a professional and courteous manner.
• Respond to customer inquiries regarding products, services, policies, and procedures.
• Provide accurate and timely information to customers.
• Assist customers with account-related questions and requests.
• Deliver exceptional customer service during every interaction.

Call Handling & Issue Resolution

• Identify customer needs and determine appropriate solutions.
• Resolve customer complaints and concerns efficiently.
• Escalate complex issues to supervisors or specialized departments.
• Follow established procedures for issue resolution.
• Conduct follow-up communications when necessary.

Documentation & Data Management

• Accurately document all customer interactions within CRM systems.
• Update customer information and account records.
• Maintain detailed notes regarding customer concerns and resolutions.
• Ensure data accuracy and compliance with company standards.

Outbound Communication

• Conduct outbound follow-up calls as required.
• Confirm customer satisfaction after issue resolution.
• Provide updates regarding service requests and account matters.
• Support customer outreach initiatives and campaigns.

Administrative Support

• Process requests, forms, and documentation.
• Assist with reporting and record maintenance.
• Support operational and administrative projects.
• Participate in training and quality assurance programs.

Team Collaboration

• Work closely with customer service, operations, finance, and management teams.
• Share customer feedback to improve service quality.
• Contribute to process improvement initiatives.
• Participate in team meetings and coaching sessions.

Qualifications

Required Qualifications

• High school diploma or equivalent.
• 1+ year of customer service, call center, support, or administrative experience.
• Excellent verbal and written communication skills.
• Strong interpersonal and relationship-building abilities.
• Ability to remain calm and professional under pressure.
• Strong problem-solving and decision-making skills.
• Ability to multitask while maintaining attention to detail.
• Comfortable working independently in a remote environment.
• Reliable internet connection and dedicated 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 and customer support platforms.
• Bilingual language skills are a plus.

Required Skills

Customer Service Skills

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

Technical Skills

• CRM Software (Salesforce, Zendesk, HubSpot, or similar)
• Microsoft Office Suite
• Google Workspace
• Data Entry
• Call Center Software
• Ticketing Systems
• Virtual Communication Platforms

Daily Duties

A typical day may include:

• Answering inbound customer calls.
• Responding to customer emails and support requests.
• Documenting customer interactions.
• Updating customer records.
• Resolving account and service issues.
• Coordinating with internal departments.
• Conducting follow-up communications.
• Meeting quality and productivity goals.

Performance Expectations

Successful candidates will:

• Meet established call handling and response metrics.
• Maintain high customer satisfaction scores.
• Resolve customer issues efficiently and professionally.
• Accurately document all interactions.
• Adhere to company policies and procedures.
• Contribute positively to team performance and customer experience goals.

Benefits

Health & Wellness

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

Financial Benefits

• Competitive Salary
• Performance-Based Incentive Programs
• 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 Resources
• Ongoing Learning and Development Programs

Work Schedule

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

Why Join Orgenesis?

At Orgenesis, our employees play a vital role in supporting innovative healthcare solutions that have the potential to improve lives around the world. We offer a collaborative and inclusive work environment where employees are empowered to grow professionally while making meaningful contributions to a mission-driven organization.

Equal Opportunity Employer

Orgenesis is an Equal Opportunity Employer committed to creating a diverse and inclusive workplace. We welcome qualified applicants regardless of race, color, religion, sex, national origin, age, disability, veteran status, sexual orientation, gender identity, or any other legally protected characteristic.