Client Experience Specialist

Mike Morse Law Firm; Southfield (MI); On-site; USD 42,000 - 54,000; Full time

Job summary

Mike Morse Law Firm is seeking a Client Experience Specialist to deliver five-star service to clients throughout the pre-litigation process. This role centers on clear communication, compassion, and follow-through to ensure every client feels heard and supported.

You will work closely with attorneys and support staff to provide proactive updates, answer inquiries, document communications, and help uphold the firm's reputation as Michigan's largest personal injury firm.

Qualifications

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

Responsibilities

• Serve as a dedicated point of contact for clients, offering proactive updates and prompt responses.
• Answer incoming client calls, emails, and texts with professionalism and empathy.
• Make outbound check-in calls to gather information and reassure clients.
• Track and document all client communications in our case management system.
• Collaborate with legal staff to stay up-to-date on case statuses and provide accurate information.
• Handle concerns or frustrations with empathy and escalate when appropriate.

Skills

Communication

Empathy

Patience

Detail-oriented

Time management

Tech-savvy

Education

High School Diploma or GED

College coursework or degree preferred

Tools

Case management software

Job description

Summary

At the Mike Morse Law Firm, we pride ourselves on delivering an exceptional client experience from the very first call through case resolution. Focused entirely on customer service, the Client Experience Specialist plays a vital role in that mission by providing five-star service to clients throughout the pre-litigation process. This role is all about communication, compassion, and follow-through - ensuring that every client feels heard, informed, and supported.

What You'll Do

• 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 simply 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.

What We're Looking For

• Excellent verbal and written communication skills
• Patience, empathy, and the ability to remain calm under pressure
• Detail-oriented with strong organizational and time management skills
• Comfortable working in a fast-paced, high-volume environment
• Tech-savvy, whether it's the newest AI or legal case management software

Supervisory Responsibilities

None. This is an individual contributor role.

Requirements

• 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

Working Conditions

• Office-based position in a professional environment
• The role requires regular talking and listening, sitting, and working at a computer

Why Join Us?

As part of the Mike Morse Law Firm, you'll be part of a team that’s not only committed to legal excellence, but to making a difference in our clients' lives. We believe in growth, teamwork, and a culture that celebrates doing what's right for the people who count on us.