Customer Service Representative- Franklin, TN.

CVS Health•Franklin, TN

4d•$17 - $28

About The Position

As a Customer Service Representative on the Commissions Phone Team, you support Aetna’s agent community by answering commission-related questions and providing agent support through phone, email, and written correspondence. You research and resolve inquiries involving commissions, statements, payments, and agent records, providing accurate information and timely service. The work includes routine and complex operational tasks that may require independent research, critical thinking, sound judgment, and collaboration with internal partners. You build relationships with agents, field sales teams, brokers, consultants, and internal departments while explaining commission processes, policies, tools, and resources. You may also provide guidance on Aetna Medicare products and assist with sales-related inquiries. The role requires handling inbound and outbound calls, using multiple systems at once, accurately documenting case activity, and contributing to process improvements and a positive agent experience. The department describes its culture as supportive, collaborative, and positive.

Requirements

At least 1 year of customer service experience.
Proficiency in Microsoft Office, including 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 and ability to manage multiple tasks in a fast-paced environment.
Excellent written and verbal communication skills.
High school diploma or GED.
Ability to apply foundational accounting principles, including debits and credits, to commission-related inquiries.

Nice To Haves

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

Responsibilities

Serve as a primary contact for agents and resolve inquiries involving commissions, payments, statements, and account concerns.
Perform routine and complex Commission Operations tasks, exercise sound judgment, and escalate non-standard issues when appropriate.
Research, analyze, and resolve commission-related issues accurately and promptly.
Monitor and support commission processes affecting agent satisfaction, service quality, and operational effectiveness.
Apply knowledge of commission policies, procedures, systems, and workflows to support agents and internal business partners.
Collaborate with cross-functional teams to identify process improvements and enhance service delivery.
Identify agent needs and explain commission processes, resources, and self-service tools.
Provide guidance on Aetna Medicare products and assist with sales-related inquiries when needed.
Use multiple systems and applications to research inquiries, manage agent interactions, and document case activity.
Maintain detailed records of agent contacts, inquiries, actions, and resolutions.
Build and maintain working relationships with field sales representatives, brokers, consultants, and internal partners.
Help agents navigate the agent portal and support websites to access commission information and self-service resources.
Process requests, complete operational tasks, and coordinate materials or information for agents and sales teams.
Share technical knowledge and best practices related to commission operations, policies, procedures, and system tools.
Apply foundational accounting knowledge, including debits and credits, when researching commission inquiries.
Manage inbound and outbound calls in a fast-paced, customer-focused environment.
Organize and prioritize multiple assignments, maintain accurate documentation, and complete work with minimal supervision.
Follow company policies, service standards, and departmental procedures.
Participate in cross-training to develop proficiency across department functions.
Contribute to a positive team environment, departmental goals, and continuous improvement efforts.
Perform additional duties and special projects as assigned.