CUSTOMER EXPERIENCE SPECIALIST

Customer Experience Specialist

As one of North Carolina's fastest-growing communities, the Town of Mooresville combines innovation, teamwork, and community pride to deliver exceptional public service. Mooresville is a thriving, connected community dedicated to providing outstanding services that foster inclusivity and vibrancy for all. Guided by our PAC-IQ values (People, Agility, Communication, Innovation, and Quality), we empower employees to collaborate, think ahead, and make a meaningful impact every day.

Work alongside a team committed to innovation and collaboration, creating positive change for the community!

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.

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

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.