Orgenesis is a global biotechnology company dedicated to advancing decentralized cell and gene therapy solutions. Our mission is to improve access to innovative healthcare treatments through cutting-edge technologies, strategic partnerships, and exceptional customer support. We are seeking a Customer Service Representative who is passionate about helping people and delivering outstanding service experiences.

Position Summary

The Customer Service Representative serves as the primary point of contact for customers, clients, partners, and internal stakeholders. This role is responsible for addressing inquiries, resolving issues, processing requests, and ensuring a positive customer experience through professional and timely communication.

Location: Remote (United States)

Employment Type: Full-Time

Department: Customer Support

Reports To: Customer Service Manager

Key Responsibilities

Customer Support & Communication

• Respond to customer inquiries via phone, email, chat, and support ticket systems.
• Provide accurate information regarding products, services, policies, and procedures.
• Resolve customer concerns professionally and efficiently.
• Maintain a positive, empathetic, and customer-focused attitude.
• Ensure high levels of customer satisfaction with every interaction.

Issue Resolution

• Investigate customer complaints and identify appropriate solutions.
• Escalate complex issues to supervisors or relevant departments when necessary.
• Follow up with customers to ensure resolution and satisfaction.
• Document all customer interactions accurately in CRM systems.

Account Management

• Assist customers with account updates and information requests.
• Verify customer information and maintain accurate records.
• Process service requests and account-related changes.
• Support onboarding activities for new customers when applicable.

Order & Request Processing

• Process customer requests, applications, and documentation.
• Track and monitor request status.
• Coordinate with internal teams to ensure timely completion.
• Maintain accurate records of completed transactions.

Administrative Support

• Maintain detailed customer records and case notes.
• Generate reports and summaries as needed.
• Assist with customer satisfaction surveys and feedback collection.
• Support departmental projects and initiatives.

Team Collaboration

• Work closely with finance, operations, sales, and healthcare support teams.
• Share customer feedback to improve products and services.
• Participate in team meetings and training sessions.
• Contribute to continuous process improvement initiatives.

Qualifications

Required Qualifications

• High school diploma or equivalent.
• 1+ year of customer service, call center, administrative, or support experience.
• Excellent verbal and written communication skills.
• Strong problem-solving and conflict-resolution abilities.
• Ability to multitask and prioritize tasks effectively.
• Strong attention to detail and organizational skills.
• Ability to work independently in a remote environment.
• Proficiency with Microsoft Office and Google Workspace.

Preferred Qualifications

• Associate's or Bachelor's degree.
• Experience in healthcare, biotechnology, life sciences, or pharmaceutical industries.
• Experience using CRM platforms such as Salesforce, HubSpot, Zendesk, or similar systems.
• Prior remote customer support experience.
• Bilingual communication skills are a plus.

Required Skills

Customer Service Skills

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

Technical Skills

• CRM Software
• Microsoft Office Suite
• Google Workspace
• Data Entry
• Ticketing Systems
• Virtual Communication Platforms

Performance Expectations

Successful candidates will:

• Maintain excellent customer satisfaction ratings.
• Respond to inquiries within established service levels.
• Accurately document customer interactions.
• Meet productivity and quality standards.
• Demonstrate professionalism in all communications.
• Support company goals through exceptional customer service.

Benefits

Health & Wellness

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

Financial Benefits

• Competitive Base Salary
• 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 Company Holidays
• Sick Leave
• Bereavement Leave
• Jury Duty Leave

Remote Work Benefits

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

Professional Development

• Ongoing Training Programs
• Career Growth Opportunities
• Leadership Development Resources
• Industry Education and Certification Support

Work Schedule

• Full-Time Position
• Monday through Friday
• Occasional flexibility may be required based on business needs
• Remote work with reliable internet connection required

Why Join Orgenesis?

At Orgenesis, you will be part of a mission-driven organization helping advance innovative healthcare solutions around the world. We value collaboration, integrity, innovation, and exceptional service. Our employees play an important role in supporting our customers and contributing to meaningful healthcare advancements.

Equal Opportunity Employer

Orgenesis is an Equal Opportunity Employer committed to fostering an inclusive and diverse 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 status under applicable law.