Call Center Agent

Orgenesis, Inc.•Fort Worth, TX

7h•$45,000 - $70,000•Remote

About The Position

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. 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.

Requirements

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.
Customer Service Skills
Active Listening
Customer Relationship Management
Empathy and Patience
Conflict Resolution
Customer Retention
Professional Communication
Problem Solving
Time Management
CRM Software
Microsoft Office Suite
Google Workspace
Data Entry
Ticketing Systems
Call Center Platforms
Virtual Communication Tools
Basic Reporting Software

Nice To Haves

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.

Responsibilities

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.
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.
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.
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.
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.
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.