Client Experience at Mike Morse Law Southfield, Michigan

Client Experience Specialist

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.

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.

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

None. This is an individual contributor role.

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

Office-based position in a professional environment

The role requires regular talking and listening, sitting, and working at a computer

No travel required

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.