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.

• 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
• Cookorate 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
• Education residents regarding available Town services, online resources, and reporting systems
• Aid in 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
• Cookordinate projects and initiatives requiring collaboration across multiple departments
• Prepare, edit, and format correspondence, reports, presentations, agendas, and official documents
• Cookordinate 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
• Aid in customer surveys, feedback initiatives, and continuous improvement efforts
• Perform other related duties as required

Requirements

• 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