Client Experience Specialist

Mike Morse Law Firm; Southfield (MI); On-site; USD 36,000 - 54,000; Full time

Job summary

Mike Morse Law Firm is seeking a Client Experience Specialist to deliver five-star service throughout the pre-litigation process. The role emphasizes clear communication, empathy, and follow-through to ensure clients feel heard and supported.

Responsibilities include acting as the main client contact, updating clients proactively, and coordinating with the legal team to maintain accurate case information. This is an on-site, full-time position in Michigan with a focus on exceptional client

Qualifications

• HS diploma or GED completed.
• Experience in a client-facing or customer service role is required.
• Law firm, personal injury, or medical office experience is a plus.

Responsibilities

• Serve as a dedicated client contact, providing proactive updates and prompt responses.
• Answer incoming calls, emails, and texts with professionalism and empathy.
• Make outbound check-in calls to gather information or provide reassurance to clients.
• Document all client communications in the case management system with accuracy.
• Collaborate with legal assistants, paralegals, and attorneys to relay accurate case information.

Skills

Communication

Empathy

Detail-oriented

Time management

Tech-savvy

Education

High School Diploma/GED

Tools

Case management

Job description

Reports to: Pre-Litigation Supervisor or Department Manager

Classification: Non-exempt

Position Type: Full-time | Monday–Friday

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.