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.

• 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,…