Client Experience Specialist

Job Description

Job Description

 

Job Title: Client Experience Specialist

Department: Pre-Litigation

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
• Passion for delivering world-class customer service

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
• No travel required

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.