Customer Experience Specialist

Join Our Team and Make a Difference in Higher Education!
At the System Administration office at the University of Colorado, we are dedicated to building a workplace where everyone feels valued, supported, and empowered to thrive. Our office is committed to fostering a culture where employees find community, a sense of belonging, and the opportunity to contribute meaningfully to our mission and purpose.

By joining our team, you’ll have a direct impact on shaping the future of higher education. In addition to the Office of the Board of Regents, the University of Colorado’s system administration includes 19 units that provide essential services to CU’s campuses in Aurora, Boulder, Colorado Springs, and Denver, as well as the Office of the President. While not a part of any one campus, we are proud to serve in the centralized office for the University system. Together, we ensure CU continues to deliver outstanding education, groundbreaking research, and valuable service to our communities.

We believe in creating an environment where the unique experiences and perspectives of everyone are embraced, enriching the work we do and the strategic outcomes we pursue. If you’re passionate about making a difference, contributing to a dynamic team, and supporting a mission that matters, we encourage you to apply and be part of our journey. Learn more about CU System Administration.

Position Summary
The Procurement Service Center (PSC) is responsible for the purchasing, payables, contracts, commercial card, strategic sourcing, sustainability, small business program, and travel for the University of Colorado’s (CU) four campuses and the Office of the President.

Do you enjoy building relationships with diverse audiences, continuously learning, and being the go-to person for your customers? If so, this position is perfect for you. This role is a part of the Procurement Service Center (PSC), which is responsible for the purchasing, payables, contracts, commercial card, strategic sourcing, sustainability, small business program, and travel for the University of Colorado’s (CU) four campuses and the Office of the President.

As a Customer Experience Specialist, you will provide training and support to customers needing assistance with Procurement Service Center (PSC) functions. You will be an expert in guiding customers on the use of PSC tools such as PeopleSoft, Concur, CU Marketplace, and others as they arise. Additionally, you will promote employee compliance by interpreting University policies related to procurement, commercial cards, travel, purchasing, and accounts payable. You will also constantly seek ways to improve the customer experience by offering insights into resource and training development to help customers succeed in managing PSC processes. This role is crucial to the PSC’s mission of delivering excellent customer service.

Where You Will Work
This is a hybrid role, with occasional onsite work at our 1800 Grant Street office located in Denver.

Duties and Responsibilities
Support and Service

Provides individualized training and support to employees and affiliates across all four campuses and the Office of the President on the use of various complex tools, including the Concur Travel & Expense system and CU’s Marketplace e‑procurement system through email, phone, video meetings, virtual office hours, and webinar training.

Responds to a high volume of email and phone interactions, simultaneously throughout the day during the PSC’s core operational hours of 8 a.m.‑12 p.m. and 1 p.m.‑5 p.m. MST.

Remains up to date on PSC and University policies and provides guidance to partners and customers on their applicability.

Assists external suppliers by researching the status of payments, identifying resolutions for payment delay, and assisting in the supplier request and registration process.

Instructs internal and external customers on Procurement Service Center website resources, including navigating to policies, procedures, forms, learning resources, tax and other information.

Investigates issues, identifying when action is required by other resources, and escalating to appropriate stakeholders as necessary.

Utilize procurement tools (Concur, CU Marketplace, PeopleSoft Finance, etc.) as needed to complete basic system tasks and provide easy resolutions for campus customers.

Takes quick action on escalating potential issues with systems or policy when short‑term customer contact trends suggest the need.

Interacts regularly with PSC personnel to learn and stay current on business processes, policies, and tool configuration.

Identifies gaps in content and creates content to support knowledge and AI chatbot functionality.

Work on special projects as assigned.

Knowledge Collection and Process Improvement

Self‑starter that continually looks for opportunities to increase knowledge in internal PSC functions to better support customers.

Develops relationships and builds trust with customers as the front line into the PSC.

Provides professional, accurate and timely resolution to customer inquiries.

Tracks and manages contacts, tasks, research, and communications using CRM and other specialized tools/software.

Creates content for the PSC Knowledge Base in the form of Knowledge Articles that can be utilized to accurately resolve future inquiries as it relates to PSC processes and policies.

Work on special projects as assigned.

What We Offer
Salary:

The anticipated hiring range has been established at $55,800 - $58,500.

Benefits:

With our unparalleled range of benefits, including top‑notch healthcare, comprehensive wellness programs, enriching professional development, and a dynamic work‑life balance, we ensure your holistic growth and happiness. For more information on benefits programs, please review our Comprehensive Benefits Guide. Access our Total Compensation Calculator to see what your total rewards could be at CU. (This position is a University Staff position)

Minimum Qualifications

Bachelor’s degree from an accredited institution of higher education, or equivalent professional experience (professional experience may be substituted for the educational requirement on a year‑for‑year basis).

One (1) year of professional work experience in a customer service role (e.g., inbound help desk/call center; or other customer engagement environment).

Preferred Qualifications

Two (2) years of professional work experience in a customer service role supporting a business, procurement, finance, and/or educational function.

Experience with one or more of the following:

Procure to pay business processes

eProcurement and financial systems

Salesforce Service Cloud

PeopleSoft

Chatbots

Managing customer inquiries through Live Chat functionality

Professional experience working in a higher education institution

Experience using Artificial Intelligence (AI)-driven solutions in support of customers and business operations

How to Apply
For full consideration, please attach the following as separate documents to your application:

A cover letter identifying the job specific minimum qualifications you possess and interest in the position.

A resume including all relevant experience to be accurately assessed against the qualifications listed in the posting.

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