Sales Support Specialist- Franklin, TN.

4062 Aetna Resources, LLC; Franklin (VA); On-site; USD 23,000 - 39,000; Full time

Job summary

CVS Health is hiring a Customer Service Representative for the Commissions Phone Team in the United States. You will handle commission-related inquiries from agents via phone, email, and written correspondence, delivering accurate information and resolving issues.

The role emphasizes research, policy education, and guidance on available tools, while collaborating with field sales and internal teams to ensure superior service and agent satisfaction.

Qualifications

• 1+ year customer service in call center/healthcare/insurance or related environment.
• Strong verbal and written communication skills.
• Experience handling inquiries by phone, email, or written correspondence.
• Basic computer proficiency in Outlook, Word, Excel and data entry.
• Ability to multitask in a fast-paced environment.

Responsibilities

• Support commission-related inquiries from Aetna's agent community via phone, email, and written correspondence.
• Research concerns and resolve issues related to commissions, statements, payments, and agent records.
• Educate agents on commission processes and guide them to available tools and resources.
• Collaborate with internal teams to ensure timely, accurate resolutions.

Skills

Customer service

Phone support

Multitasking

Verbal and written communication

Data entry

Education

Associate degree

High school diploma

Tools

Microsoft Outlook

Microsoft Word

Microsoft Excel

Job description

Required Qualifications

• 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.
• Demonstrated ability to manage multiple tasks and prioritize work in a fast-paced environment.
• Strong verbal and written communication skills.

Preferred Qualifications

• 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.
• Education High School Diploma or GED

We’re building a world of health around every individual — shaping a more connected, convenient and compassionate health experience. At CVS Health®, you’ll be surrounded by passionate colleagues who care deeply, innovate with purpose, hold ourselves accountable and prioritize safety and quality in everything we do. Join us and be part of something bigger – helping to simplify health care one person, one family and one community at a time.

Position Summary 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.

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.

Anticipated Weekly Hours 40

Time Type Full time

Pay Range

The typical pay range for this role is: $17.00 - $28.46 This pay range represents the base hourly rate or base annual full-time salary for all positions in the job grade within which this position falls. The actual base salary offer will depend on a variety of factors including experience, education, geography and other relevant factors.

Our people fuel our future. Our teams reflect the customers, patients, members and communities we serve and we are committed to fostering a workplace where every colleague feels valued and that they belong.

Great benefits for great people

We take pride in offering a comprehensive and competitive mix of pay and benefits that reflects our commitment to our colleagues and their families. This full‑time position is eligible for a comprehensive benefits package designed to support the physical, emotional, and financial well‑being of colleagues and their families.

The benefits for this position include medical, dental, and vision coverage, paid time off, retirement savings options, wellness programs, and other resources, based on eligibility.

Additional details about available benefits are provided during the application process and on Benefits Moments.

We anticipate the application window for this opening will close on: 10/27/2026

Qualified applicants with arrest or conviction records will be considered for employment in accordance with all federal, state and local laws.

Our Work Experience is the combination of everything that’s unique about us: our culture, our core values, our company meetings, our commitment to sustainability, our recognition programs, but most importantly, it’s our people.

Our employees are self-disciplined, hard working, curious, trustworthy, humble, and truthful. They make choices according to what is best for the team, they live for opportunities to collaborate and make a difference, and they make us the #1 Top Workplace in the area.