Customer Service Representative- Franklin, TN.

CVS Health•Franklin, TN

2d•Onsite

About The Position

As a Customer Service Representative on the Commissions Phone Team, you play a critical role in supporting Aetna's agent community by serving as a trusted resource for commission-related inquiries and agent support. You will assist agents through phone, email, and written correspondence, providing accurate information, researching concerns, and resolving issues related to commissions, statements, payments, and agent records. In this role, you will engage with agents to understand their needs, educate them on commission processes and policies, and guide them through available tools and resources. Inquiries are often complex and may require independent research, critical thinking, and collaboration with internal business partners to ensure timely and accurate resolution. You will build strong relationships with agents, field sales teams, and internal departments while delivering exceptional customer service and a positive agent experience. Success in this role requires strong communication skills, attention to detail, problem-solving abilities, and the capacity to navigate multiple systems in a fast-paced environment. Our department has a strong history of growth and fosters a supportive, collaborative, and positive work culture. If you have a strong work ethic, a customer-focused mindset, and a desire to learn and grow, we invite you to join our team and help support the success of our agents and business partners.

Requirements

1+ years of customer service experience.
Proficient in Microsoft office to include Excel.
Strong analytical and problem-solving skills.
Proficiency with basic computer applications and data entry.
Ability to think critically and make sound decisions.
Strong organizational skills with the ability to manage multiple tasks in a fast-paced environment.
Excellent written and verbal communication skills.
High School Diploma or GED

Nice To Haves

Insurance, healthcare, or related industry experience preferred
SQL experience a plus.
Ability to read and comprehend simple instructions, short correspondence, and memos.
Ability to effectively present information in one-on-one and small group situations to customers, clients, and other employees of the organization.
Knowledge of Business Blocks and CPR+
Working knowledge of problem solving and decision-making skills.
Associates degree in related field or equivalent experience is preferred.

Responsibilities

Serve as a primary point of contact for agents, providing support and resolution for commission-related inquiries, payments, statements, and account concerns.
Perform both routine and complex operational tasks within Commission Operations, exercising sound judgment, and escalating non-standard issues when appropriate.
Research, analyze, and resolve commission-related issues while ensuring accuracy, timeliness, and a positive agent experience.
Monitor and support commission processes that impact agent satisfaction, service quality, and overall operational effectiveness.
Act as a subject matter expert on commission policies, procedures, systems, and workflows to effectively support agents and internal business partners.
Collaborate with cross-functional teams to identify process improvements, influence positive change, and enhance service delivery for internal and external customers.
Proactively identify agent needs and educate agents on commission processes, available resources, and self-service tools designed to improve their experience.
Provide guidance on Aetna Medicare products and assist with sales-related inquiries when needed.
Utilize multiple systems and applications simultaneously to research inquiries, manage agent interactions, and accurately document case activity.
Maintain detailed records of agent contacts, inquiries, actions taken, and resolutions using established systems and processes.
Build and maintain strong working relationships with field sales representatives, brokers, consultants, and internal business partners.
Guide agents in navigating the agent portal and support websites, ensuring they can effectively access commission information and self-service resources.
Process requests, fulfill operational tasks, and coordinate materials or information needed to support agents and sales teams.
Share technical knowledge and best practices related to commission operations, policies, procedures, and system tools to support consistent service excellence.
Apply a foundational understanding of accounting principles, including debits and credits, when researching and resolving commission-related inquiries.
Effectively manage both inbound and outbound calls in a fast-paced, customer-focused environment.
Maintain strong organizational skills and attention to detail while accurately documenting agent interactions, case information, and resolutions in accordance with departmental guidelines.
Demonstrate excellent verbal and written communication skills when interacting with agents, business partners, and internal stakeholders.
Prioritize workload, manage multiple assignments simultaneously, and complete tasks accurately with minimal supervision.
Adhere to company policies, service standards, and departmental procedures to ensure consistent, high-quality support.
Participate in cross-training initiatives to develop proficiency across multiple functions within the department and provide operational flexibility.
Collaborate professionally with internal teams, field sales partners, and other business areas to deliver exceptional service and support to agents.
Contribute to a positive team environment while supporting departmental goals and continuous improvement efforts.
Perform additional duties and special projects assigned.