Sales & Account Service Representative I.

Ampcus, Inc; Baltimore (MD); On-site; USD 42,000 - 56,000; Full time

Job summary

Ampcus, Inc. in Canton, MD, is seeking a Sales & Account Service Representative I to support internal and external sales teams, respond to inquiries, and handle escalations.

You will educate brokers on Medicare options, stay updated on regulatory changes, and collaborate with client staff to drive growth and retention.

Strong communication, experience with Healthcare.gov enrollments, and Salesforce proficiency are preferred; 3 years in sales or customer service is expected.

Qualifications

• High School Diploma or equivalent.
• 3 years' experience in Sales or Customer Service.
• Ability to handle high-volume inquiries and escalations.
• Medicare market education experience is a plus.

Responsibilities

• Respond to sales inquiries and escalations for agents.
• Coordinate onboarding, commissions, orders, and fulfillment.
• Educate brokers on Medicare options and regulations.
• Provide updates to management on issues and escalations.
• Identify trends affecting broker enrollments and retention.

Skills

ACA rules

Healthcare.gov

CRM Salesforce

Broker support

Escalation management

Documentation & SLA

De-escalation

Education

High School Diploma

Tools

Salesforce CRM

MS Excel

Job description

Sales & Account Service Representative I

Location: Canton, MD.

Purpose

• This position will work in collaboration with leadership to provide support to the internal and external sales team and is responsible for providing support for sales and retention.
• Serves as liaison within client and with external vendors for sales related issues and escalations. Position is accountable for supporting sales agents with various inquiries and escalations.

Essential Functions

• 25% Provides service to internal and external sales agents by responding to sales inquiries and escalations by resolving agent sales related issues, requests and complaints. Interacts with other departmental staff to coordinate matters involving agent including but not limited to agent onboarding, agent commissions, supply orders and fulfillment and sales portals. Develops understanding of commission related issues.
• 20% Serves as market segment product expert. Remains current on all legislative changes and regulation updates and communicates to appropriate departments within client to insure consistent information dissemination corporate-wide. Educates individuals, brokers, and FMOs regarding insurance options in the Medicare marketplace and effectively explains processes/guidelines.
• 20% Develops and maintains a strong relationship with internal client staff and account support staff to identify and resolve sales related inquires and escalations. Works directly with internal and external sales teams to support growth in new Medicare sales and retention of existing Medicare business.
• 20% Provides regular updates to management with regard to identified and outstanding issues. Works with internal teams and external vendors to facilitate, monitor and track issues and escalations. Serves as liaison between sales teams and management.
• 15% Reports patterns trends or issues that be preventing contracted brokers from successfully enrolling members.

Skills

• Knowledge of ACA marketplace rules (OEP/SEP, eligibility, plan types).
• Experience with Healthcare.gov / state exchange enrollments.
• Ability to support high-volume broker books and manage escalations.
• Proven skill resolving stuck, missing, duplicate, or incorrect enrollments.
• Ability to work under fast paced environment- with resolving escalations.
• Comfortable working with FMOs, GA agencies, and independent agents.
• Ability to explain complex ACA rules clearly to brokers.
• Experience using CRMs (Salesforce).
• Strong documentation, tracking, and SLA management.
• Able to de-escalate brokers and protect retention during enrollment surges.

Qualifications

• To perform this job successfully, an individual must be able to perform each essential duty satisfactorily.
• The requirements listed below are representative of the knowledge, skill, and/or ability required.
• Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.

Preferred Qualifications

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

Education Level

• High School Diploma.

Experience

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

Ampcus is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, age, protected veterans or individuals with disabilities.