CUSTOMER EXPERIENCE SPECIALIST

Customer Experience Specialist

About the Town of Mooresville: 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!
Why Join the Town of Mooresville: We value our employees and invest in their success with a comprehensive total rewards package. Our benefits are among the most competitive in the region and include:
5% Town contribution to your 401(k), no employee match required
Choice of three medical plans, including an HSA plan with Town contributions
Town-paid life insurance at 1.5 annual salary
Fully paid short- and long-term disability coverage (up to $8,000 per month)
Wellness Incentive Program, with a discount of $240 annually on medical premium for participation
Employee Assistance Program (EAP) offering 24/7 mental health and work-life support
Volunteer Time-Off: 16 hours per calendar year to volunteer at any approved agency or organization
Vacation Leave: Starting 2026, new hires receive 14 vacation days upfront!
Holidays: Employees accrue 13-14 paid holidays per year
Floating Holiday and Wellness Day: New hires receive one Floating Holiday and one Wellness Day up front each year
Bereavement Leave: Up to five days per occurrence for deaths within the employee's immediate family
On-site clinic for eligible employees and dependents coming in 2026!
Additional perks include down payment assistance, pet insurance, gym reimbursement, and more!
About the Role: 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.