Customer Support Specialist

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: TYPE OF WORK

Full Time

: SALARY

$7 per hour

: HOURS PER WEEK

40

: DATE UPDATED

Jul 13, 2026

JOB OVERVIEW

# Client Support Specialist (Remote) — Mohr Insurance Services

**Pay:** $6.00 USD / hour
**Schedule:** Monday–Friday, 9:00 AM – 5:00 PM **Pacific Time** (40 hrs/week)
**Location:** Remote
**Reports to:** Sean Sakai-Mohr, VP of Operations

---

## About Us

Mohr Insurance Services is a family-owned health insurance brokerage founded in 2005. We serve Medicare, ACA, and employer-plan clients across the U.S. Our clients are mostly seniors, and they call us when something is wrong with their coverage. The Client Support Specialist is the first voice they hear.

This is not a call center. You will be the only person in this seat, working directly with our agents and directors every day.

---

## The Role in 30 Seconds

You own four things:

1. **Answer the phone,** run the intake, log the ticket, and go to the carrier for the answer.
2. **Track every enrollment through to approval** — no policy falls through the cracks on your watch.
3. **Book appointments** on the agents' calendars in GoHighLevel.
4. **Escalate correctly.** Information requests are yours. Decisions belong to the agent.

---

## What You'll Actually Do

- Answer inbound calls on our main line through our VoIP system with a consistent greeting and a 5-point intake (name, carrier, servicing broker, callback number, issue).
- Log every call, email, and request in our Ticket Support sheet with the steps taken, next steps, and status. The sheet is the source of truth and stays open on your desktop all day.
- Log into carrier portals to resolve routine requests: ID card replacements, policy and coverage questions, provider network lookups, 1095-A forms, SBCs, EOBs, and other document requests.
- Handle billing issues by pulling the client's history in the portal, calling carrier member services yourself, and merging the client back in on a 3-way call.
- Track every new enrollment: log it the day it's submitted, check the carrier portal on day 7, and stay on the writing agent until any pending or deficient policy is approved.
- Book client appointments in GoHighLevel on the correct agent's personal calendar, 24+ hours out.
- Escalate to the agent — plan changes, coverage advice, denials, appeals, subsidy questions, supervisor requests, cancellation threats, and anything compliance-related.
- Join a short tea ---------- eting each morning where we review the sheet together.

---

## Requirements

- **GoHighLevel (GHL) proficiency.** You must already know your way around GHL calendars, contacts, and pipelines. We are not training you on the CRM.
- **VoIP proficiency.** Comfortable answering, holding, transferring, and running 3-way merge calls on a softphone (Quo, RingCentral, Dialpad, Aircall, or similar).
- **Excellent spoken English,** clear and easy to understand for U.S. seniors on the phone. This is the single most important skill in this role.
- **Patience and warmth.** Many callers are elderly, confused, or frustrated when they reach us.
- **Meticulous documentation habits.** If it isn't in the sheet, it didn't happen.
- **Reliable setup:** stable high-speed internet, a quality noise-cancelling headset, a quiet dedicated workspace, and a backup internet and power plan.
- **Discretion with sensitive health information.** You will handle protected health information and will be required to sign a confidentiality and HIPAA agreement.
- Comfortable working full-time on U.S. Pacific hours.

## Nice to Have

- Prior experience with U.S. health insurance, Medicare, or ACA
- Experience navigating carrier portals or calling carrier member services
- Experience with Google Sheets–based ticketing or CRM workflows

---

## How to Apply — Voice Recording Required

**Applications without a voice recording will not be reviewed.** Record a single audio or video file (3–5 minutes) and include the link (Google Drive, Dropbox, Loom, or YouTube unlisted). Make sure the link is set so anyone with it can view.

Record the following four parts, in order:

**Part 1 — Introduce yourself (60 seconds)**
Your name, where you're based, and your relevant experience. Specifically name the CRM and VoIP platforms you've used and what you did in them.

**Part 2 — Read this script exactly as written**

> "Thank you for calling Mohr Insurance Services, this is [your name]. How can I help you today?"
>
> "I'll be happy to help you with that. Before we go any further, can I get some basic information? To start, what is your full name? And what is the name of the insurance carrier you are having this issue with? And is your insurance broker James, Sai, or Sean? And what is the best callback number for you?"
>
> "Got it. Let me look into this really quickly and I'll give you a callback shortly. Sounds good?"

**Part 3 — Handle this scenario in your own words (60–90 seconds)**
A 74-year-old client calls in upset. She says her doctor's office told her she's no longer covered and she's ready to cancel her policy. Respond to her out loud, exactly as you would on a real call.

**Part 4 — Your setup (30 seconds)**
Describe your internet speed, your headset, your workspace, and your backup plan for internet or power outages.

**Also include in your written application:**
- Your resume
- A one-sentence answer to: how many years have you used GoHighLevel, and for what?
- Which VoIP platforms you've used
- Confirmation that you can work Monday–Friday, 9:00 AM – 5:00 PM Pacific Time
- Your internet speed test result (screenshot from speedtest.net)

---

## Hiring Process

1. Voice recording and application review
2. Live video interview with Sean (VP of Operations)
3. Paid trial period - 30 days
4. Onboarding, training, and ramp — you'll start by taking intake and calling clients back with verified answers, and graduate to resolving requests live on the call as you learn the systems.

SKILL REQUIREMENT

Customer Support GoHighLevel

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Customer Support Specialist

Please login or register as jobseeker to apply for this job.

TYPE OF WORK

SALARY

HOURS PER WEEK

DATE UPDATED

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