Sales Support Specialist- Franklin, TN.

CVS Health•Franklin, TN

About The Position

As a Customer Service Representative on the Commissions Phone Team, the Sales Support Specialist supports Aetna’s agent community with commission-related inquiries and agent support. The role assists agents by phone, email, and written correspondence; provides accurate information; researches concerns; and resolves issues involving commissions, statements, payments, and agent records. The specialist educates agents on commission processes, policies, tools, and resources, and handles complex inquiries through independent research, critical thinking, and collaboration with internal business partners. The position builds relationships with agents, field sales teams, and internal departments while delivering a positive agent experience. Success requires strong communication, attention to detail, problem-solving, and the ability to navigate multiple systems in a fast-paced environment. The department describes its culture as supportive, collaborative, and positive.

Requirements

At least 1 year of customer service experience in a call center, office, healthcare, insurance, financial services, or related environment.
Experience handling customer inquiries by phone, email, or written correspondence.
Basic computer proficiency, including Microsoft Outlook, Word, Excel, and data entry into multiple systems.
Ability to manage multiple tasks and prioritize work in a fast-paced environment.
Strong verbal and written communication skills.
High school diploma or GED.

Nice To Haves

Experience supporting insurance agents, customers, or business partners.
Basic knowledge of accounting concepts, including debits and credits.
Knowledge of insurance commissions, Medicare, Medicaid, or health insurance products.
Experience researching and resolving complex customer issues.
Exposure to SQL, reporting tools, or data analysis software.
Associate degree in Business, Accounting, Finance, Healthcare Administration, or a related field.

Responsibilities

Manage inbound and outbound calls in a fast-paced, customer-focused environment.
Research and resolve commission-related inquiries, applying a foundational understanding of accounting principles, including debits and credits.
Assist agents by phone, email, and written correspondence, providing information and resolving issues related to commissions, statements, payments, and agent records.
Educate agents about commission processes and policies and guide them through available tools and resources.
Accurately document agent interactions, case information, and resolutions in accordance with departmental guidelines.
Prioritize workload, manage multiple assignments, and complete tasks accurately with minimal supervision.
Follow company policies, service standards, and departmental procedures.
Participate in cross-training to develop proficiency across departmental functions and support operational flexibility.
Collaborate with internal teams, field sales partners, and other business areas to provide agent support.
Contribute to a positive team environment, departmental goals, and continuous improvement efforts.
Perform additional duties and special projects as assigned.