Client Experience Champion – Pre-Litigation

Paylocity; Southfield (MI); On-site; USD 42,000 - 52,000; Full time

Job summary

Mike Morse Law Firm in Michigan is hiring a Client Experience Specialist to ensure five-star service throughout the pre-litigation phase. You will be the main contact, delivering proactive updates with empathy while coordinating with the legal team to keep clients informed and reassured.

The role emphasizes communication, compassion, and follow-through, supporting the firm’s commitment to exceptional client care and a trusted reputation in personal injury law.

Qualifications

• High School Diploma or GED required; college coursework or degree preferred.
• Prior experience in a client-facing or customer service role required.
• Law firm, personal injury, or medical office experience a plus.

Responsibilities

• Serve as a dedicated point of contact for clients, offering proactive updates and prompt responses to questions or concerns.
• Answer incoming client calls, emails, and texts with professionalism and empathy.
• Make outbound check-in calls to gather information, provide updates, or reassure clients that they're in good hands.
• Track and document all client communications in our case management system with accuracy and attention to detail.
• Collaborate closely with legal assistants, paralegals, and attorneys to stay up-to-date on case statuses and deliver accurate information to clients.
• Handle concerns or frustrations from clients with empathy and patience, escalating issues when appropriate.
• Represent the firm's core values in every interaction and help uphold our reputation as Michigan's largest and most trusted personal injury law firm.

Skills

Communication skills

Empathy

Organizational skills

Tech-savviness

Customer service

Education

High School Diploma

College coursework preferred

Job description

Mike Morse Law Firm in Michigan is hiring a Client Experience Specialist to ensure five-star service throughout the pre-litigation phase. You will be the main contact, delivering proactive updates with empathy while coordinating with the legal team to keep clients informed and reassured.

The role emphasizes communication, compassion, and follow-through, supporting the firm’s commitment to exceptional client care and a trusted reputation in personal injury law.