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.