Call Center Representative

Orgenesis, Inc.•Bellwood, VA

11h•$45,700 - $74,999•Remote

About The Position

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.

Requirements

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.

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 and customer support platforms.
Bilingual language skills are a plus.

Responsibilities

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.
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.
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.
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.
Process requests, forms, and documentation.
Assist with reporting and record maintenance.
Support operational and administrative projects.
Participate in training and quality assurance programs.
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.