Customer Service Representative

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.