Our client, a Health Insurance company, is looking for a Sales Account Service Representative for their Washington, DC/Hybrid location.
Responsibilities:
The Open Season Field Support Representative provides on-site and virtual assistance to Account Consultants during the annual Open Season enrollment period. The role helps federal employees and retirees, U.S. Postal Service employees and retirees, and other eligible individuals understand available health benefit options and access accurate resources. Through professional, service-focused engagement, the representative supports the acquisition of new members, retention of current members, and a positive experience at every interaction.
Extend the reach and effectiveness of the Account Consultant team by delivering accurate, consistent, and engaging benefit education that helps eligible individuals make informed enrollment decisions, reinforces the value of current membership, and strengthens trust in the organization.
Support Account Consultants at agency health fairs, postal facilities, retirement seminars, community events, webinars, live chats, and other Open Season activities.
Welcome attendees, identify their information needs, and provide clear, courteous guidance using approved materials and talking points.
Educate federal and postal employees and retirees on plan options, benefit changes, rates, provider access, prescription resources, wellness offerings, digital tools, and other approved member resources.
Explain plan features accurately and objectively without making enrollment decisions for individuals or providing advice outside the role’s authority.
Reinforce the value of current coverage to support retention while clearly communicating relevant options to prospective members.
Recognize complex, sensitive, or member-specific questions and promptly refer them to the Account Consultant or appropriate service channel.
Assist with event setup and breakdown, displays, materials, attendee flow, presentation support, and distribution of approved resources.
Help maintain an organized, welcoming, and professional event environment, including protection of confidential or personal information.
Capture required activity information, attendee questions, recurring themes, competitive observations, and follow-up needs using approved processes.
Coordinate closely with Account Consultants and fellow support staff, communicate schedule or logistical issues promptly, and provide flexible coverage as assigned.
Complete required training and remain current on approved Open Season benefits, rates, messages, processes, and escalation procedures.
Represent the organization with professionalism, empathy, accuracy, and integrity in every interaction.
Requirements:
Experience in customer service, public-facing outreach, benefits, sales support, healthcare, or a related field.
Strong verbal communication, active listening, and interpersonal skills.
Ability to learn and accurately communicate detailed benefit information.
Professional judgment and discretion when handling sensitive questions or information.
Ability to manage multiple priorities, follow established processes, and remain composed in a fast-paced environment.
Dependable, collaborative, customer-focused, and comfortable engaging with diverse audiences.
Basic proficiency with email, virtual meeting platforms, and common office applications.
Knowledge of federal or postal employee health benefits, retiree benefits, Medicare coordination, or health insurance terminology.
Experience supporting health fairs, benefits events, presentations, webinars, live chats, or community outreach.
Experience assisting sales, account management, enrollment, or field service teams.
Customer and member focus
Clear and accurate communication
Reliability and follow-through
Teamwork and adaptability
Attention to detail
Sound judgment and appropriate escalation
Commitment to inclusion, respect, and service excellence
Work is performed at federal agencies, postal locations, military installations, community venues, and virtual events.
Schedules and locations may change based on event demand and operational needs.
The representative must adhere to all site-access, security, privacy, compliance, and professional conduct requirements.
The representative may assist with transporting, arranging, and distributing event materials consistent with applicable workplace requirements.
Accurate and consistent delivery of approved benefit information.
Positive attendee and Account Consultant feedback.
Timely, dependable event coverage and effective teamwork.
Meaningful engagement with current and prospective members.
Complete and accurate documentation of activities, questions, insights, and follow-up needs.
Contribution to membership acquisition, retention, and a high-quality Open Season experience.
High School Diploma
3 years experience working in Sales or Customer Service
Proven experience in generating additional leads and market value for the company
The incumbent is required to immediately disclose any debarment, exclusion, or other event that makes them ineligible to perform work directly or indirectly on Federal health care programs. Must be able to effectively work in a fast-paced environment with frequently changing priorities, deadlines, and workloads that can be variable for long periods of time. Must be able to meet established deadlines and handle multiple customer service demands from internal and external customers, within set expectations for service excellence. Must be able to effectively communicate and provide positive customer service to every internal and external customer, including customers who may be demanding or otherwise challenging