ACCOUNT SERVICES REPRESENTATIVE JOB DESCRIPTION

Account coordination work has a narrow failure window: a missed booking exception, a stale pipeline entry, or a scheduling conflict left unresolved can delay revenue, frustrate end customers, and erode a sales team's trust in its own back office. The Account Services Representative answers that gap, owning the operational layer that keeps client accounts accurate and sales processes moving. This role sits within a support or operations function and works closely with Sales, Traffic, or fulfillment teams, and external clients or accounts. Precise data entry, clear written communication, and the ability to hold multiple account threads simultaneously define the daily reality of this seat.

As the Account Services Representative, you maintain the accuracy of client account records, sales pipelines, and service requests across a defined book of accounts, ensuring that no order, booking, or inquiry falls through administrative gaps. You work within a sales-adjacent operations team, coordinating directly with Sales staff, fulfillment or scheduling personnel, and external client contacts to keep activity moving from request to resolution.

Career Impact: Sustained ownership of a live pipeline and multi-account portfolio builds the organizational fluency and cross-functional coordination skills that employers in B2B sales operations consistently look for when promoting into Account Executive or Client Operations roles.

Business Impact: When client records are inaccurate, orders stall, billing disputes multiply, and the sales team loses the bandwidth to close new business; the Account Services Representative is the person who prevents that chain reaction for a portfolio of active accounts.

Growth Opportunity: The role's exposure to quoting, invoicing, CRM record management, and scheduling across multiple account types positions you to move into account management, sales coordination, or operations leadership within two to three years.

• Maintain client account records, including addresses, contracts, tags, and billing details, to ensure accuracy across all systems.
• Monitor active pipelines and follow up on outstanding quotes, expired agreements, and open service requests to prevent revenue gaps.
• Construct quotes and generate invoices in response to client or sales team requests within defined turnaround windows.
• Coordinate scheduling, booking entries, and fulfillment activities with internal operations, traffic, or service personnel on behalf of assigned accounts.
• Respond to client and internal inquiries via phone and email, resolving routine issues and escalating non-standard requests appropriately.
• Compile and distribute account documentation, reports, and status updates to sales staff and external stakeholders on a regular cycle.
• Audit account data for discrepancies, flag anomalies to the appropriate team, and support the resolution of billing or fulfillment conflicts.

• Bachelor's degree in Business Administration, Communications, or a related field, or equivalent work experience.
• 2 or more years of account support, sales coordination, or customer service experience, with demonstrated responsibility for maintaining accurate records across multiple accounts.
• Proven ability to manage competing priorities and meet recurring deadlines without supervisor intervention.
• Strong written and verbal communication skills, including professional phone manner and clear email correspondence.
• Intermediate proficiency in spreadsheet and word processing applications for data entry, reporting, and document preparation.
• Experience supporting a sales team or working within a sales-adjacent operations function.
• Demonstrated organizational skills with high attention to detail and low error tolerance in data entry tasks.

• Experience with CRM platforms for pipeline tracking, account documentation, or customer interaction logging.
• Familiarity with quoting, invoicing, or order management workflows in a B2B service environment.
• Exposure to scheduling or booking coordination across multiple accounts or client sites simultaneously.
• Bilingual proficiency, particularly in Spanish, as a differentiator when serving diverse commercial client bases.

• Quote-to-invoice turnaround time, measuring how quickly account requests move from initiation to completed documentation.
• Pipeline accuracy rate, tracking the percentage of account records free of missing or outdated information at any given time.
• Open inquiry resolution rate within SLA, reflecting how consistently client and internal requests are closed on schedule.
• Booking or scheduling exception rate, measuring how often account entries require correction after initial entry.
• First-contact resolution percentage on routine client inquiries, indicating the depth of account knowledge maintained.
• Typical tools: CRM platforms (commonly Salesforce or HubSpot); spreadsheet and productivity suites (commonly Microsoft Office or Google Workspace).

• Base Salary Range: $40,000 to $55,000 annually, varying by market and account complexity.
• Bonus: Performance-based, typically 5 to 10% of base tied to SLA and retention metrics.
• Equity: Not typical at this level in B2B services.
• Health Benefits: Medical, dental, and vision coverage standard; employer contribution varies.
• PTO: 10 to 15 days annually, plus standard federal holidays.
• Common Perks: Hybrid or remote-eligible scheduling, professional development stipend, mileage reimbursement where travel is required.

Figures are estimates based on general US market benchmarks and may be outdated. Adjust based on location, company size, and seniority level.

Employment decisions are made without regard to race, color, religion, sex, national origin, age, disability, genetic information, veteran status, or any other characteristic protected under applicable federal, state, or local law. Applicants requiring a reasonable accommodation to participate in any part of the hiring process should notify the hiring team at the time of application. A background check is required as a condition of employment. All candidates must be authorized to work in the United States prior to their start date.

The Account Services Representative owns the full client service cycle for Mobile Health, handling everything from laboratory report review and HIPAA-compliant records release to onboarding support and account setup. Working as the liaison between organizational resources and clients, this role delivers cross-functional communication that enables consistent, quality service outcomes across the customer base.

Key Responsibilities

• Respond to all internal and external client inquiries in writing.
• Review laboratory reports and troubleshoot issues or errors by making adjustments as needed.
• Collaborate with the Medical Coder to amend reports as needed.
• Research, document, and resolve service tickets while identifying trends.
• Support client onboarding and portal use, including password resets and technical assistance.
• Set up blocks of time to process group appointments for specific clients.
• Generate applicable reports to meet internal and external client and organizational needs.
• Set up and update accounts in the system and serve as a training resource for clients.
• Complete background checks, process monthly client invoices, and transcribe medical forms for billing.
• Investigate and resolve client inquiries, release medical records per HIPAA regulations, and input basic medical record information.
• Mail Comply First hard copies and pull HepB declinations and COCs.

Required Qualifications

• Associate's degree or two years of college required; Bachelor's degree preferred.
• Minimum of 2 years of customer service experience.
• Prior health services experience or basic understanding of health terminology a plus.
• Proficiency with email and Microsoft Office applications.
• Excellent verbal and written communication and interpersonal skills with a customer service focus.
• Strong analytical and problem-solving skills with the ability to resolve issues effectively and efficiently.
• Highly detail-oriented, organized, and able to meet assigned deadlines.
• Able to work independently with minimal direction and perform well under pressure in a fast-paced environment.
• Proactive, adaptable to rapid change, and committed to continuous improvement.
• Good presentation skills with the ability to engage clients and identify their needs.
• Bilingual or multilingual preferred or required based on organizational needs.

Embedded within the Client Operations team, the Account Services Representative develops, strengthens, and maintains client relationships by aligning QuadMed's core competencies with client goals and managing the day-to-day account relationship. Working closely with Client Operations Managers, implementation teams, and internal account staff, this role advances population health management by identifying additional opportunities and ensuring clients' needs are met through tactical execution.

Core Functions

• Foster and manage client relationships, including brokers, consultants, and vendors.
• Develop a strategy and framework to collaboratively engage clients in creating joint solutions.
• Collaborate with implementation teams and COMs on new client schedules, programs, and goals.
• Coordinate eligibility, schedules, and health and wellness center programs.
• Perform analysis to address client questions, resolve Client Action Log items, and relay status to stakeholders.
• Conduct data analytics to identify variances, trends, and business development opportunities.
• Validate, prepare, and develop monthly, quarterly, and annual client report data.
• Review and modify client invoices following the B03 process.
• Manage book of business up to $1M and meet Performance Guarantees for report timeliness.
• Manage client eligibility files and monitor for changes or errors impacting business.
• Initiate client amendments following the KIS process.

Qualifications & Experience

• Bachelor's degree in business, health services administration, or a related field.
• Minimum 3 years of relevant client service experience; healthcare or health plans experience preferred.
• Salesforce and Epic experience preferred.
• Understanding of health and wellness center operations, industry trends, and ability to execute on 1/3/5-year key account plans.
• Ability to make sound judgments related to budgets, contracting, and negotiating with clients.
• Strong interpersonal, written, and oral communication skills.
• Ability to facilitate discussion and collaborate effectively with cross-functional teams.
• Detail-oriented with strong organizational skills.
• Ability to execute on strategies, budgets, and deliverables.

Reporting to the Sales Team leadership, the Account Services Representative shapes the end-to-end sales support process at Ignition by constructing quotes, generating invoices, scheduling demos, and maintaining CRM records to keep pipelines current. Partnering with Sales and internal IA resources, this role builds the administrative foundation that enables the sales division to meet monthly and annual goals while delivering a positive customer experience.

Primary Duties

• Follow up on expected and expired quotes and maintain updated sales pipelines.
• Verify Software Support contracts and create spreadsheets for large contracts, documenting notes and discrepancies.
• Gather customer references and information on licenses and use of Ignition.
• Maintain accurate account details, including addresses, locations, tags, and contracts.
• Support customer service inquiries and respond promptly to emails, voicemails, and other assigned inquiries.
• Construct quotes, generate invoices, and keep accurate CRM records of all customer interactions.
• Schedule demos for new and existing leads and inform integrators of updated demos.

Skills & Qualifications

• Bachelor's degree in Business Administration, Communications, Marketing, or a related field.
• 2+ years of experience in an administrative role primarily supporting a Sales team.
• Proficiency in MS Word, Excel, and email platforms such as Gmail and Outlook.
• Experience with Sales CRM software such as Salesforce, HubSpot, Freshsales, or Pipedrive.
• Excellent communication skills via phone, email, and in person.
• Ability to self-start, stay organized, and manage accounts, files, and reports effectively.
• Ability to multitask across several projects while meeting deadlines and maintaining focus.
• Positive outlook with professional etiquette and ability to motivate others toward goals.

Sitting at the intersection of media sales operations and agency relations, the Account Services Representative leads routine deal maintenance, reporting, and administrative support for the General Ad Sales Department, managing requests from Ad Agencies, Planning, Traffic, and Sales simultaneously. Operating across corporate functions and external partners, this role enables accurate campaign execution and timely billing by resolving scheduling conflicts and ensuring seamless communication between internal and agency stakeholders.

Duties

• Perform daily order maintenance, including weekly allocations, shift requests, revisions, and rebrands.
• Flight newly ordered deals per client requests and upper management recommendations.
• Collaborate with the Traffic department to resolve scheduling conflicts, pre-empted inventory, and missing air materials.
• Compile and send documents to ad agencies, including MSAs, Flowcharts, Stewardship, and Pre and Post logs.
• Book added value and partner with Marketing to ensure proper execution of all marketing elements.
• Resolve billing discrepancies to ensure timely payment.
• Communicate effectively with multiple internal and external team members across corporate functions.

Experience & Qualifications

• Bachelor's degree required; emphasis in Business, Advertising, or Marketing preferred.
• Proficient in MS Office with fast and accurate data entry skills.
• Ability to understand written and oral instructions.
• Highly organized with strong attention to detail.
• Excellent communication skills and phone manner.
• Ability to handle multiple tasks, meet deadlines, and thrive in a fast-paced environment.
• Team and customer-focused.

A key member of the Customer Service team, the Account Services Representative delivers accurate account registration and lifecycle management in Remi's proprietary software, handling new business execution, change requests, and document creation from receipt through delivery. Collaborating across internal departments and reporting to the Customer Service Manager, this role supports operational efficiency and client satisfaction by ensuring every account modification is processed with precision and communicated to stakeholders within defined timelines.

Accountabilities

• Review new business forms to identify critical information and notify stakeholders to collect or confirm ambiguous details.
• Create and register new agreements, renewals, and endorsements in Remi's proprietary software within 24 hours of receipt.
• Assemble and mail Remi welcome packets, including equipment tags and issuance documents, and deliver welcome emails to new customers.
• Monitor agreement change requests and verify customer-specific information before proceeding.
• Audit financial and equipment detail changes, including effective dates, premium type, program type, PM prorations, and other coverage changes.
• Review delete requests under $10,000 or back-dated less than one month to approve, deny, or request more information.
• Escalate potential financial events such as back-date requests or other impactful modifications to the Manager.
• Interface with other departments to collect information required for any account modification.
• Perform research and provide customized or ad hoc reports as needed.
• Attend team meetings, contribute insights on processing activities, and recommend process improvements.

Background & Experience

• Bachelor's degree in Business Administration or Communications preferred but not required.
• Proven customer service background with a positive attitude and passion for delivering high-quality service.
• Ability to read purchase orders and analyze contracts with strong attention to detail.
• Proficient in Microsoft Office Word, Excel, and Outlook with solid general computer skills.
• Typing speed of approximately 50 words per minute.
• Exceptional organizational, data entry, and time management skills with the ability to prioritize.
• Excellent written and verbal professional communication skills.
• Adaptable to change, with the ability to work independently or collaboratively in a team environment.
• Accountable, integrity-driven, and committed to continuous process improvement.
• Strong influencer able to build trust with leadership and drive change toward win-win solutions.

Consistent product knowledge and effective cross-team communication depend on the Account Services Representative, who processes work orders, prepares quotes, and maintains customer records across Hussmann and customer-based automated systems. Based within the service department and working alongside service managers, technicians, account managers, and project administrators, this role enables uninterrupted fulfillment by resolving billing disputes and providing timely updates to both internal teams and customers.

Functions

• Communicate with store managers, maintenance personnel, and other customer contacts as needed.
• Apply customer-specific rules of engagement to process work orders, prepare quotes, and update online systems.
• Coordinate and communicate fulfillment activities with service managers, technicians, account managers, and project administrators.
• Maintain customer records using Hussmann and customer-based automated systems.
• Provide ETAs, fulfillment updates, and problem resolution to the team and customers as needed.
• Monitor account details for nonpayment and support the credit department in resolving disputed invoices and past-due receivables.

Professional Experience

• High school diploma required.
• 0-1 years of related experience.
• Intermediate to advanced proficiency in Microsoft Office Suite.
• Strong organizational and time management skills with high attention to detail.
• Ability to manage multiple competing priorities and meet short- and long-term deadlines in a fast-paced environment.
• Able to work effectively as part of a diverse team, including outside normal working hours as needed.

As the Account Services Representative, this role manages day-to-day service relationships with employer clients and broker-consultants by tailoring value propositions, facilitating open enrollment events, and coordinating resolutions between external customers and internal BSC teams. The Senior Service Manager relies on this work to maintain membership growth and retention across an assigned book of business, with the role serving as the primary point of contact for escalated issues and special client initiatives.

Role Responsibilities

• Tailor value propositions during open enrollment and client meetings based on client-specific value drivers and BSC products.
• Facilitate virtual and in-person open enrollment, admin, and health fair meetings, providing in-depth responses to client and member questions.
• Leverage BSC marketing materials and available resources to support meetings and complete back-office tasks.
• Support assigned book of business alongside an Account Executive for the most complex accounts, managing day-to-day service relationships with employers and broker-consultants.
• Serve as a liaison between external customers and internal teams, identifying root causes of issues and coordinating resolutions.
• Conduct administrative meetings, coordinate open enrollment events, and attend in-person team and client meetings in a hybrid work model.
• Monitor healthcare market developments and assess their impact on competitors' benefit offerings and member eligibility.

Minimum Qualifications

• Bachelor's degree or equivalent experience required.
• Minimum 4 years of related experience.
• Current California Department of Insurance Life Agent License required, or ability to obtain within the first 90 days of employment.
• Thorough understanding of BSC products and the healthcare market, including reform, legislation, and emerging trends.
• High proficiency in Microsoft Office and Salesforce.
• Comfortable with virtual meeting platforms such as Zoom and WebEx.
• Bilingual is a plus.

Account Services Representative services, counsels, and retains existing personal automobile, homeowners, umbrella, and flood insurance policyholders across NJ, PA, MA, CT, and NH through quoting, cross-selling, and renewal reviews conducted via phone, internet, and written request. The work directly supports policyholder satisfaction and departmental goals by delivering first call resolution, maintaining agent relationships, and identifying and resolving underwriting issues within established procedures.

Key Deliverables

• Develop and maintain complete product knowledge across Auto, Homeowner, and Umbrella lines for NJ, PA, MA, CT, and NH.
• Accurately enter and update policy information into processing systems and handle phone inquiries regarding coverage and premiums.
• Quote, sell, up-sell, and cross-sell personal lines products to prospective and existing clients via phone, internet, and written request.
• Conduct periodic renewal reviews with policyholders and provide recommendations to address potential insurance gaps.
• Perform research and initiate policy changes per established procedures, identifying and resolving potential underwriting issues.
• Develop and foster Agent/Company relationships and engage in proactive team efforts to achieve departmental and company goals.
• Deliver first call resolution, maintain a low customer effort, and meet or exceed customer and agent service expectations at all times.
• Update marketing and management tracking reports and assist other departments as needed.

Knowledge, Skills & Abilities

• Bachelor's degree or two to three years of related Personal Lines experience, or an equivalent combination of education and experience.
• NJ Property and Casualty license preferred; must be obtained within 60 days of hire if not currently licensed.
• Sales-related experience a plus.
• Intermediate MS Office skills, including email, word processing, spreadsheets, and database activity.
• Excellent written, verbal, and telephone communication skills, including clear enunciation and active listening.
• Strong analytical, decision-making, and organizational skills with great attention to detail.
• Ability to handle high volumes of inbound and outbound calls while maintaining professionalism and meeting quality standards.
• Ability to multitask, work independently or in a team, and adapt to flexible or changing schedules.
• Spanish-language fluency a plus.

The Account Services Representative produces the operational support that enables the Lifetouch sales function to run smoothly, serving as the first point of contact for schools and managing everything from picture date scheduling and job entry to portal technical support and marketing collateral shipment. Working in close coordination with Sales and internal Lifetouch systems teams, this role advances account booking accuracy and customer satisfaction by resolving lab delays, booking exceptions, and end-consumer issues across all product lines.

Areas of Ownership

• Serve as the first point of contact for schools via telephone and email.
• Respond to, resolve, or escalate basic and non-technical account issues.
• Investigate and resolve lab delays.
• Provide technical support for the Lifetouch Portal, Parent Notify, PYC, and PAS.
• Collect and fix Composites in coordination with accounts.
• Manage account booking accuracy in partnership with the Sales function.
• Monitor, research, and resolve booking exceptions.
• Complete job entry across all product lines, including ordering of sales materials and school supplies.
• Contact accounts to secure student data for use in internal Lifetouch systems.
• Fulfill authorized school supply requests per Portrait Agreements and Work Orders.
• Create and ship marketing collateral and picture day reminders for the Prestige business.
• Process Work Orders and ID design specifications, following up on open items with sales staff.
• Maintain confidentiality of school and student information.
• Manage picture date scheduling, calendar entry, and Mobile Change Forms.
• Provide customer service to end consumers and resolve issues from feedback surveys.

Position Requirements

• High school diploma or equivalent, with relevant post-secondary coursework or formal customer service training.
• 2+ years of customer service experience, or an equivalent combination of education and experience.
• Intermediate to advanced proficiency in Google Workspace and Microsoft Office, including Excel, Word, and PowerPoint.
• Superior phone etiquette and customer service skills.
• Excellent verbal, written, listening, and interpersonal communication skills.
• Strong problem-solving and organizational skills.
• Ability to handle confidential information with discretion.
• Ability to remain courteous and patient when dealing with difficult or dissatisfied customers.
• Ability to maintain professionalism and composure under stress.
• Must adhere to safe work habits and all company safety guidelines.