CUSTOMER EXPERIENCE SPECIALIST

Customer Experience Specialist The Customer Experience Specialist performs responsible administrative, customer service, and public engagement work serving as a primary point of contact for residents, visitors, and Town staff while supporting the Town of Mooresville's commitment to exceptional customer service. This position serves as a liaison between residents and Town departments, helping to identify customer concerns, coordinate timely resolutions, and ensure a seamless and positive customer experience. The Customer Experience Specialist supports Town-wide customer experience initiatives, employee training programs, public engagement efforts, and administrative operations. This role requires the exercise of independent judgment, professionalism, discretion, and confidentiality while managing multiple priorities in a fast-paced environment. Work is performed under the general supervision of the Customer Experience Manager. Duties and Responsibilities Serve as a primary point of contact for residents, visitors, and customers in person, by phone, email, and online platforms Greet visitors, assess needs, and direct individuals to appropriate departments and resources Respond to inquiries regarding Town services, programs, events, and resources Create, prioritize, track, and monitor service requests through the Town's customer service ticketing system Coordinate with Town departments to facilitate efficient and effective service delivery Communicate with residents regarding the status and resolution of service requests Escalate urgent or sensitive issues to appropriate personnel when necessary Maintain accurate records of customer interactions, inquiries, and service requests Identify recurring customer concerns and trends and communicate findings to leadership Educate residents regarding available Town services, online resources, and reporting systems Assist with the development, coordination, and delivery of Town-wide customer experience training programs Facilitate customer service training sessions, workshops, and employee development initiatives Develop and maintain training materials, customer service standards, and educational resources Track training participation, completion rates, and program effectiveness metrics Coordinate employee recognition and engagement initiatives related to customer service excellence Provide administrative support to the Customer Experience Manager and other assigned leadership staff Coordinate projects and initiatives requiring collaboration across multiple departments Prepare, edit, and format correspondence, reports, presentations, agendas, and official documents Coordinate meetings, appointments, training sessions, and special events Maintain departmental databases, records, and tracking systems Compile data, prepare reports, and analyze customer service metrics and trends Assist with customer surveys, feedback initiatives, and continuous improvement efforts Serve as a liaison between departments to improve communication, workflow, and customer service delivery Perform other related duties as required Minimum Education and Experience High School Diploma or GED required Associate degree in Hospitality, Public Administration, Communications, Customer Relations, Business Administration, or a related field preferred Two (2) or more years of progressively responsible experience in customer service, hospitality, administrative support, public engagement, or a related field; OR An equivalent combination of education and experience Preferred Qualifications Experience utilizing customer relationship management (CRM) software or customer service ticketing systems Experience providing administrative support to executive or senior leadership Bilingual communication skills preferred The Town of Mooresville is an Equal Opportunity Employer and values diversity at all levels of the workforce. Candidates selected for this position must successfully complete a background check and pre-employment drug screening as a condition of hire. Town of Mooresville, NC