Call Center Agent

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.