Sales Support Specialist- Franklin, TN

• 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.

• 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…