Job Details

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 qualityin 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:

Customer Service Representatives are the face of Aetna and impact the agent experience by manner of how customer service inquiries and problems via telephone, internet or written correspondence are handled. Engages, consults, and educates members based upon the member's unique needs, preferences and understanding of Aetna plans, tools, and resources to help guide the members along a clear path to care. Calls are typically non-routine and may require deviation from standard screens, scripts, and procedures to engage, consult and educate agents based upon the agent's unique needs, preferences and understanding of Aetna plans, tools, and resources.

Our department has a history of growth and is an encouraging and positive place to work. If you have a strong work ethic, cheerful outlook, and willingness to learn, along with the correct skills and qualifications, we would love to have you join our team. You will function as a primary resource for product and agent service support for field sales and/or customer teams.

What will you do:

• Executes both routine and non-routine business support tasks in the Commissions Operations teams under limited supervision, referring deviations from standard practices to managers.

• Measures and monitors the quality and effectiveness of work processes in commissions that impacts agent satisfaction and contributes to operational efficiency.

• Consults cross-functionally with other departments to influence and promote change, to continually deliver quality service to both internal and external customers.

• Acts as a subject matter expert on commission workflows and Commission Operations to consistently support agent inquiries.

• Will be responsible to analyze and resolve issues associated with agent commissions.

• Anticipates agent's needs and educates agent on various elements of information and available services created to enhance the overall customer service experience with the company (i.e., assistance with agent self-service tools).

• May provide technical or subject matter expertise concerning policies, procedures, and function-related applications/systems tools.

• Documents and tracks all contacts, events, and outcomes with clients using appropriate systems and processes.

• Possesses knowledge all Aetna health products available to the senior market.

• Gives guidance with sales inquiries.

• Manages various software applications while taking calls when needed and documents processes effectively.

• Cultivates positive and successful relationship with field sales force/broker/consultant community/customer teams.

• Navigates and instructs the customer on how to use agent support website.

• Completes sales orders and requests for materials.

Key Responsibilities:

• Must understand basic accounting including debits and credits.

• Ability to work in a fast-paced environment, handling both inbound and outbound calls.

• Must be organized, detail-oriented and able to document cases clearly and accurately in accordance with the program guidelines.

• Excellent communication skills are essential, both internal and external.

• Plans and organizes work assignments, set priorities, and completes work with a minimum of supervision.

• Adheres to the service policy and principles of the company, as well as the program guidelines set by the department.

• Participates in cross-training to perform all roles within the department. Communicates effectively and professionally with our program partners to assure the best possible service for our agents and partners.

• Other duties as assigned.

Required Qualifications

• Customer Service - 1-3 Years of Experiences

• Strong Analytical Skills

• Basic computer skills

• Insurance Knowledge - Plus

• Critical Thinking

• Multi-Tasking

• Written and verbal communication are necessary skills.

• Proficient in Excel

• SQL experience a plus

Essential Qualifications

• 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

Education:

• Associates degree in related field or equivalent experience is preferred.

Anticipated Weekly Hours
40

Time Type
Full time

Pay Range

The typical pay range for this role is:

$18.50 - $35.29

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 our comprehensive and competitive mix of pay and benefits - investing in the physical, emotional and financial wellness of our colleagues and their families to help them be the healthiest they can be. In addition to our competitive wages, our great benefits include:

• Affordable medical plan options, a 401(k) plan (including matching company contributions), and an employee stock purchase plan.
• No-cost programs for all colleagues including wellness screenings, tobacco cessation and weight management programs, confidential counseling and financial coaching.
• Benefit solutions that address the different needs and preferences of our colleagues including paid time off, flexible work schedules, family leave, dependent care resources, colleague assistance programs, tuition assistance, retiree medical access and many other benefits depending on eligibility.

For more information, visit

We anticipate the application window for this opening will close on: 02/17/2026

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