Client Experience Specialist

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.