Customer Experience Specialist

Customer Experience Specialist
Join Our Team and Make a Difference in Higher Education!

Equal Opportunity Statement
CU is an Equal Opportunity Employer and complies with all applicable federal, state, and local laws governing nondiscrimination in employment. We are committed to creating a workplace where all individuals are treated with respect and dignity, and we encourage individuals from all backgrounds to apply, including protected veterans and individuals with disabilities.

Position Summary
Applicants must be Colorado residents or be willing to relocate to Colorado within a month of starting employment with University of Colorado System Administration. Leadership may adjust in‑office work requirements with a minimum of three months' notice before any change can be implemented.

Duties and Responsibilities

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

Responds to a high volume of email and phone interactions during PSC 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 payment status, identifying payment‑delay resolutions, and supporting the supplier request and registration process.

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

Investigates issues, identifies when action is required by other resources, and escalates to appropriate stakeholders.

Utilizes procurement tools (Concur, CU Marketplace, PeopleSoft Finance, etc.) to complete basic system tasks and provide quick 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.

Works on special projects as assigned.

Self‑starter who 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 to resolve future inquiries about PSC processes and policies.

Benefits

No‑cost or low‑cost medical & dental plan options, some inclusive of IVF assistance.

Disability, life, and vision insurance options.

Multiple retirement planning options including a mandatory 401(a) plan with CU contributing 10% of gross pay, a 401(k) or 403(b) plan, and a 457 deferred compensation plan.

Pre‑tax savings plans such as health care and dependent care flexible spending accounts.

Ample sick and vacation leave, at least 12 paid holidays, and a dedicated week off for winter break.

Six weeks of parental leave.

A tuition benefit program for you and/or your dependents.

Free RTD EcoPass and free onsite parking at our 1800 Grant Street office.

Many additional perks and programs with the CU Advantage.

Minimum Qualifications

Bachelor's degree from an accredited institution of higher education, or equivalent professional experience.

One 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 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: general procurement practices; procure‑to‑pay business processes; e‑procurement and financial systems; Salesforce Service Cloud; Peoplesoft; chatbots; managing customer inquiries through live chat; professional experience in a higher education institution; AI‑driven solutions in support of customers and business operations.

Knowledge, Skills, and Abilities

Impeccable customer service skills.

Excellent oral, written, listening, and interpersonal skills.

Teaching mindset and ability to use multiple methods to ensure learning is retained.

Collaboration skills working with others from different backgrounds.

Proficiency in Microsoft Office Suite and ability to research and implement new software/tools.

Organizational skills with the ability to work under pressure, manage multiple projects, and adapt to changing priorities.

Critical thinking skills to identify problems, questions, and develop new initiatives.

Ability to work independently in a fast‑paced environment.

Quick learning of technical, policy, and procedural information.

Ability to utilize AI solutions to assist business operations.

Knowledge of AI ethics and data privacy considerations.

Knowledge of natural language prompting (NLP).

Ability to produce content, ideate, edit, and perform analysis.

How to Apply

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.

Application Deadline: June 26, 2026

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