Call Center Representative
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.