CUSTOMER EXPERIENCE SPECIALIST

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 Responsibilites• 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. We offer a complete benefits package to full-time employees including health care, dental, vision, retirement, deferred compensation plans, flexible spending accounts, life insurance, long-term disability, holidays, vacation, and sick leave. Part-time employees who work an average of 30 hours per week over the course of a year, receive benefits on a pro-rated basis. To learn more details, click the following link.