Community Outreach Specialist

Town of Mooresville•Mooresville, NC

7d•Onsite

About The Position

The Customer Experience Specialist serves as a primary point of contact for residents and visitors while supporting the Town’s commitment to exceptional customer service. This position serves as a liaison between residents and Town departments, helping identify concerns, troubleshoot issues, coordinate service requests, and facilitate timely resolutions. In addition to front-line customer service and public engagement, the Customer Experience Specialist assists with Town-wide customer experience training and initiatives, employee engagement and recognition programs, administrative operations, special projects, and data tracking and reporting. This position works closely with the Customer Experience Manager and departments throughout the organization to help create seamless, positive experiences for the community.

Requirements

High school diploma or GED required.
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.

Nice To Haves

Associate degree in Hospitality, Public Administration, Communications, Customer Relations, Business Administration, or a related field preferred.
Experience utilizing customer relationship management (CRM) software or customer service ticketing systems.
Experience supporting executive or senior leadership.
Bilingual communication skills

Responsibilities

Serves as a primary point of contact for residents and visitors, providing responsive and professional customer service in person, by phone, email, and online platforms.
Assists residents with questions, concerns, service requests, and inquiries, coordinating with Town departments to facilitate timely resolutions.
Creates, prioritizes, tracks, and follows up on customer service requests to ensure issues are appropriately addressed and resolved.
Identifies recurring customer concerns and service trends and communicates findings and recommendations to leadership.
Assists with the development, coordination, and delivery of Town-wide customer experience training, workshops, and employee engagement initiatives.
Supports the implementation of customer service standards, recognition programs, and initiatives designed to improve employee and community experiences.
Provides administrative support to the Customer Experience Manager, Director, and Assistant Town Manager, including scheduling, correspondence, reports, presentations, meetings, and special projects.
Coordinates projects, meetings, training sessions, conferences, and special events requiring collaboration across Town departments.
Maintains databases and tracking systems, compiles data, and prepares reports related to customer service metrics, trends, feedback, and service improvements.
Serves as a liaison between departments to improve communication, workflow, customer service, and operational efficiency.

Benefits

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!