Customer Experience Specialist.

Overview
Join the System Administration office at the University of Colorado and help shape higher education. The office serves 19 units across Aurora, Boulder, Colorado Springs, Denver, and the Office of the President, fostering a culture of inclusiveness and community.

Position Summary
The Procurement Service Center (PSC) handles purchasing, payables, contracts, commercial card, strategic sourcing, sustainability, small business programs, and travel for the University of Colorado’s campuses and the Office of the President. This role is part of the PSC and focuses on delivering excellent customer service and training.

Where You Will Work
Hybrid position. Occasional onsite work at the 1800 Grant Street office in Denver.

Duties and Responsibilities

Provide individualized training and support for employees and affiliates using tools such as Concur, CU Marketplace, PeopleSoft, and others via email, phone, video, virtual office hours, and webinars.

Handle high-volume email and phone interactions during core hours (8 a.m.–12 p.m. and 1 p.m.–5 p.m. MST).

Keep up-to-date with PSC and University policies, offering guidance to partners and customers.

Assist external suppliers with payment status, delays, and registration.

Explain PSC website resources, including policies, procedures, forms, and learning materials.

Investigate issues, identify required action, and escalate to appropriate stakeholders.

Use procurement tools to complete system tasks and resolve customer requests efficiently.

Take corrective action on potential system or policy issues when customer trends indicate a need.

Collaborate with PSC personnel to stay current on business processes and tool configuration.

Identify knowledge gaps and create content to support the PSC Knowledge Base and AI chatbot.

Work on special projects as assigned.

Knowledge Collection and Process Improvement

Continuous learning to enhance internal PSC functions and customer support.

Build trust with customers as the PSC front line.

Provide accurate and timely resolution to inquiries.

Track and manage contacts, tasks, research, and communications using CRM and other tools.

Create content for the PSC Knowledge Base, including knowledge articles for future inquiries.

Work on special projects as assigned.

Minimum Qualifications

Bachelor’s degree from an accredited institution or equivalent professional experience (one-to-one year substitution).

One year of professional customer service experience (e.g., help desk, call center, or related environment).

Preferred Qualifications

Two years of professional customer service experience in a business, procurement, finance, or educational setting.

Experience with general procurement practices, procure‑to‑pay processes, e‑procurement and financial systems, Salesforce Service Cloud, Peoplesoft, chatbots, or Live Chat customer inquiry management.

Prior employment in a higher education institution.

Experience using AI‑driven solutions to support customers and business operations.

Knowledge, Skills, and Abilities

Excellent customer service skills.

Strong verbal, written, listening, and interpersonal communication.

Teaching mindset and ability to adapt multiple methods to ensure learning.

Collaboration skills across disciplines and locations.

Computer skills, proficiency in Microsoft Office Suite, and ability to implement new software/tools.

Organizational skills to manage multiple projects and adapt to changing priorities.

Critical thinking to identify problems, develop ideas, and improve performance.

Ability to work independently in a fast‑paced environment.

Rapid learning of technical, policy, and procedural information.

Ability to use AI solutions in business operations and knowledge of AI ethics and data privacy.

Knowledge of natural language prompting (NLP).

Content creation, ideation, editing, and analysis skills.

Benefits

Medical, dental, vision, disability, and life insurance options.

Retirement plans: mandatory 401(a) with 10% contribution, 401(k) or 403(b), and 457 deferred compensation.

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

Paid sick and vacation leave, 12 paid holidays, and a week off for winter break.

Six weeks of parental leave.

Tuition benefit program for employee and dependents.

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

Additional perks and programs available through the CU Advantage.

Supplemental Information
For full consideration, please provide a cover letter and resume that demonstrate the required and preferred qualifications. The position is a University Staff position and is exempt from the State of Colorado Classified Staff System.

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