Customer Experience Specialist

Full-Time

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!

• 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.

• 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