Field Support Representative

Job Title

Job Overview: Pay Range: $35hr - $38hr Requirement/Must Have:

• 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.
• 3 years experience working in Sales or Customer Service.

Responsibilities:

• 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 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.

Nice to Have:

• 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.
• Proven experience in generating additional leads and market value for the company.

Skills:

• Customer and member focus.
• Clear and accurate communication.
• Reliability and follow-through.
• Teamwork and adaptability.
• Attention to detail.
• Professional presence.
• Sound judgment and appropriate escalation.
• Commitment to inclusion, respect, and service excellence.

Qualification And Education:

• High School Diploma.