Client Experience Specialist

Job Title: Client Experience SpecialistDepartment: Pre-LitigationReports to: Pre-Litigation Supervisor or Department ManagerClassification: Non-exemptPosition Type: Full-time | Monday–FridaySummaryAt 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 DoServe 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 ForExcellent verbal and written communication skillsPatience, empathy, and the ability to remain calm under pressureDetail-oriented with strong organizational and time management skillsComfortable working in a fast-paced, high-volume environmentTech-savvy, whether it’s the newest AI or legal case management softwarePassion for delivering world-class customer serviceSupervisory ResponsibilitiesNone. This is an individual contributor role.RequirementsHigh School Diploma or GED required; college coursework or degree preferredPrior experience in a client-facing or customer service role requiredLaw firm, personal injury, or medical office experience a plusWorking ConditionsOffice-based position in a professional environmentThe role requires regular talking and listening, sitting, and working at a computerNo travel requiredWhy 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.