town of mooresville ncMooresville, NC
CUSTOMER EXPERIENCE SPECIALIST
$40,781.00 - $54,300.00 Annually
Apply →CUSTOMER EXPERIENCE SPECIALIST
CUSTOMER EXPERIENCE SPECIALIST
town of mooresville ncMooresville, NC
Apply for this role →2 days ago
$40,781.00 - $54,300.00 Annually
Salary:
$40,781.00 - $54,300.00 Annually Location : Mooresville, NC Job Type: Full-Time Job Number: 202300509 Department: EXPERIENCE AND ENGAGEMENT Division: EXPERIENCE AND ENGAGEMENT Opening Date: 07/01/2026 Closing Date: Continuous FLSA: ExemptDistinguishing Features of the ClassAbout the Town of MooresvilleAs 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 MooresvilleWe 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 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.
Also on the board Same function, level within a rung
Level
Senior
Salary
$40,781.00 - $54,300.00 Annually
Location
Mooresville, NC
Occupation
Customer Service Representatives
Industry
Executive and Legislative Offices, Combined
Posted
2 days ago