Field Support Rep, Sales and Account Services Rep

Field Support Representative (Sales & Account Services)

Location: Washington, DC (Hybrid)

Duration: 8 Weeks

Position Summary

The Field Support Representative provides on-site and virtual support to the Account Management team during a seasonal enrollment campaign. This role assists employees, retirees, and other eligible individuals by providing clear and accurate information about available healthcare benefit options and related resources.

Through professional, service-focused interactions, the representative helps deliver an exceptional customer experience, supports member engagement initiatives, and contributes to the organization's growth and retention objectives.

Primary Objective

Support the Account Management team by delivering accurate, consistent, and engaging benefit education that enables individuals to make informed healthcare coverage decisions while enhancing customer satisfaction and strengthening confidence in the organization.

Education: High School Diploma or equivalent required

Experience: Minimum 3 years of Sales, Customer Service, Benefits Administration, Healthcare Support, or related experience

Key Responsibilities

• Support Account Managers at health fairs, enrollment events, retirement seminars, community events, webinars, live chats, and other outreach activities.
• Welcome event attendees and identify information needs while providing professional and courteous assistance.
• Educate individuals on health plan options, benefit updates, provider networks, prescription programs, wellness offerings, digital resources, and other approved materials.
• Communicate plan features accurately and objectively while adhering to company policies and procedures.
• Support customer retention efforts by reinforcing the value of available services and benefits.
• Identify complex or sensitive inquiries and refer them to the appropriate internal resource when necessary.
• Assist with event setup and breakdown, attendee registration, resource distribution, presentation support, and event coordination.
• Maintain a professional, organized, and welcoming environment at all events.
• Document attendee interactions, recurring questions, market insights, and follow-up requests through established processes.
• Collaborate closely with Account Managers and other team members to ensure seamless event execution.
• Complete required training and stay updated on benefit information, enrollment processes, and company messaging.
• Represent the organization professionally and positively during all customer interactions.

Required Qualifications

• Minimum 3 years of experience in sales, customer service, healthcare support, benefits administration, or a related field.
• Strong verbal communication, interpersonal, and active listening skills.
• Ability to learn and effectively explain detailed benefit and product information.
• Strong organizational skills with the ability to manage multiple priorities in a fast-paced environment.
• Professional judgment and discretion when handling sensitive information.
• Customer-focused mindset with the ability to engage effectively with diverse audiences.
• Basic proficiency with Microsoft Office applications, email, and virtual meeting platforms.
• Ability to travel to assigned event locations and work flexible schedules, including occasional early mornings, evenings, and weekends.

Preferred Qualifications

• Experience with health insurance, employee benefits, retiree services, or healthcare-related products.
• Previous experience supporting enrollment events, health fairs, educational presentations, webinars, or community outreach programs.
• Experience assisting account management, sales, customer success, or field support teams.
• Proven ability to generate leads and create engagement opportunities through customer interactions.

Core Competencies

• Customer Focus
• Effective Communication
• Reliability and Accountability
• Team Collaboration
• Adaptability and Flexibility
• Attention to Detail
• Professional Presence
• Sound Judgment
• Service Excellence

Working Conditions

• Work is performed at customer sites, community events, employer locations, and virtual events.
• Event schedules and locations may vary based on business needs.
• Compliance with all site access, privacy, confidentiality, security, and professional conduct requirements is required.
• May assist with transporting, organizing, and distributing event materials as needed.

Measures of Success

• Accurate and consistent communication of approved benefit information.
• Positive customer and stakeholder feedback.
• Reliable event coverage and effective teamwork.
• Strong engagement with current and prospective customers.
• Timely and accurate documentation of activities and follow-up requirements.
• Contribution to customer acquisition, retention, and overall service excellence.