Customer Service Representative (QAQ/PV)
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®, BYOOVIZTM, and OPUVIZTM
- 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 BYQLOVITM
- 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
Under the general guidance of Manager, Pharmacovigilance, QA, and Compliance, Customer Service Representative provides administrative and intake support for Quality Assurance (QA) and Pharmacovigilance (PV) activities. This role is responsible for receiving, documenting, and routing medical inquiries, adverse event (AE) reports, and product quality complaints (PQC), and for maintaining QA and PV documentation and trackers in accordance with internal procedures and regulatory requirements.
Essential Responsibilities
- Receive and respond to inbound phone calls and emails concerning Harrow’s ophthalmic products.
- Document inquiries and reports accurately in the MICC system using standardized forms and workflows.
- Perform basic triage and ensure cases are appropriately routed to designated QA/PV staff.
- Follow scripted responses and communication protocols to ensure compliance and consistency.
- Support administrative QA/PV tasks such as data entry, and record keeping.
- Engage in ongoing training regarding product knowledge and QA/PV regulatory procedures.
- Perform any additional tasks assigned by the Supervisor.
Qualifications
- High school diploma or GED preferred; associate’s degree or relevant coursework is a plus.
- 1–2 years of experience in customer service, or a call center environment is preferred.
- Strong verbal and written communication skills in English.
- Ability to manage confidential information with discretion.
- Proficiency in Microsoft Office is preferred; ability to learn QA/ PV systems (e.g., MICC).
- Detail-oriented, organized, and able to follow procedures accurately.
- Willingness to grow knowledge of pharmacovigilance principles and compliance expectations.