Customer Service Representative- Franklin, TN.

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.

Job 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.

What will you do:

 

• 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.

Key Responsibilities: 

• 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.

Required Qualifications

• 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.

Preferred Qualifications

• 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.

Education:

• High School Diploma or GED

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.