Customer Care Lead

Before reading the job post, we encourage you to watch this video about our company. It gives you an inside look at how we started, the team and culture that made us successful, and where we're going. It's easy to read a job post and apply, but people often wonder about the culture and whether they would fit in. If you want to call Harrow your home and genuinely want to be part of a family and something big, then we encourage you to click this link and get to know us.

Who is Harrow?

Harrow (Nasdaq: HROW) is a leading provider of ophthalmic disease management solutions in North America. Harrow is an incredible entrepreneurial company – where we celebrate the ability of every member of the Harrow Family to be the CEO of their job. Harrow’s values have driven interest over the past decade in attracting high-performing professionals in a variety of disciplines. Members of our Harrow Family often express their pride in being a part of our commitment to (1) innovation, (2) patient access to affordable medicines, and (3) our track record of having never turned down an ophthalmologist doing mission work around the world – providing free medicines in support of mission work aimed at giving or maintaining the gift of sight to those most in need.  We encourage you to learn more about Harrow and its unique culture to see if you’re the right person to help contribute as we build a truly exceptional company, one we are all so proud of!

Harrow’s ophthalmic pharmaceutical portfolio is one of the most comprehensive in the industry, including:

• An expanding Retina Portfolio including IHEEZO^®, TRIESENCE^®, BYOOVIZ^TM, and OPUVIZ^TM
• A broad Dry Eye Disease product line, led by VEVYE^® and bolstered by well-known adjacent ocular surface disease products such as FLAREX^® and FRESHKOTE^®
• A peri-operative Surgical product line, led by TRIESENCE^®, and BYQLOVI^TM
• A Rare and Specialty product line, which includes various high-need and utility products such as ILEVRO^®, NATACYN^®, and VERKAZIA^®
• A robust internal development pipeline with multiple late-stage candidates, including MELT-300, MELT-210, H-N08, and CR-01

Job Summary 

The Customer Care Lead is instrumental in supporting our Customer Care team and providing effective guidance. As a Customer Care Lead, you will be responsible for training, supporting, and motivating team members on a daily basis. Additionally, you will be the point of contact for all members of the Customer Care Group, which requires unparalleled communication skills. You should also be able to proactively anticipate issues to maintain smooth team operations and guide effective collaboration. Your main objective will be to remain a consistent presence and a training resource on the call center floor while providing adequate coverage for all staff members. 

Core Responsibilities 

• Motivate team members 

• Cooperate in creating an inspiring team environment with an open communication culture 

• Enforce team goals and KPIs 

• Complete assigned tasks and deadlines 

• Oversee day-to-day operation and meet service level agreements 

• Monitor team performance and report on metrics 

• Discover training needs and provide coaching with corresponding curriculum 

• Listen to team members’ feedback and attempt to resolve issues or escalate, if necessary 

• Recognize and encourage high performance 

• Encourage creativity and calculated risk-taking 

• Suggest and help organize team building activities 

• Assist with escalated calls, processing orders, answering incoming calls, and urgent follow up 

• Develop training documents for all phases of employee training, SOPs, and maintain knowledge base 

• Conduct new hire training and recurring training 

• Enforce all Customer Care and Imprimis’ guidelines 

• Partner with the Quality Assurance team to ensure training and expectations are aligned with quality standards 

• Perform other duties as assigned 

Qualifications & Requirements 

• 2+ years of relevant customer service experience required. Previous experience in a high-volume call center environment preferred. 

• High School Graduate, Certified Pharmacy Technician. 

• Proven work experience as a team leader or supervisor 

• In-depth knowledge of call center performance metrics 

• Excellent communication and leadership skills 

• Organizational and time-management skills 

• Previous experience as a trainer strongly preferred 

• Ability to handle confidential and sensitive information 

• Ability to communicate effectively on the telephone 

• Ability to relate to persons with diverse educational, socioeconomic, and ethnic backgrounds 

• Ability to handle a “call center” environment: work quickly and multi-task 

• Exercise sound judgement to handle escalated calls appropriately 

• Demonstrate consistent customer service care for patients, clients, and sales and marketing 

• Adept at seeing change as an opportunity to improve business performance 

• Fluent in the English language with excellent oral and written communication skills 

• Capability to organize and prioritize work, and manage multiple priorities  

• Exceptional attention to detail and good analytical skills 

• Ability to work independently with minimal supervision  

• Establish and maintain effective relationships with all internal and external clients 

• Problem solve quickly and effectively 

• Promptly answer, screen, and process telephone inquiries with strict adherence to confidentiality and HIPAA policies 

• Proficient use of Microsoft Office applications (Word, Excel, Outlook) and Internet 

• Ability to calculate figures and amounts such as quantities, discounts, interest and percentages 

• Able to participate and understand in traditional and e-learning programs 

Position Type  

• On-Site 

Travel 

• None