Customer Experience Specialist

Role Overview

The University of Colorado system administration is seeking a Customer Experience Specialist to support the Procurement Service Center (PSC). This team serves the purchasing, payables, contracts, commercial card, strategic sourcing, sustainability, small business program, and travel needs of CU’s four campuses and the Office of the President. In this role, you will help employees and affiliates navigate procurement-related tools and policies while contributing to stronger service delivery across the system.

This position sits within the PSC and reports to the Customer Success Program Manager. It is exempt from the State of Colorado Classified Staff System.

The role is hybrid, with periodic in-office work at 1800 Grant Street in Denver, Colorado.

What You Will Do

• Deliver one-on-one guidance and training to employees and affiliates across the system on tools such as Concur Travel & Expense and CU Marketplace, using email, phone, virtual meetings, office hours, and webinar sessions.
• Handle a large number of daily email and phone requests during the PSC’s core operating hours of 8:00 a.m. to 12:00 p.m. and 1:00 p.m. to 5:00 p.m. MST.
• Keep current on PSC and university policies and explain how those rules apply to customers and partners.
• Help external suppliers by checking payment status, working through payment delays, and assisting with supplier requests and registration.
• Direct customers to PSC website resources such as policies, procedures, forms, learning materials, tax information, and related guidance.
• Investigate issues, determine when another team needs to take action, and escalate matters to the right stakeholders when needed.
• Use procurement and finance systems such as Concur, CU Marketplace, and PeopleSoft Finance to complete basic tasks and resolve campus customer issues.
• Respond quickly when patterns in customer issues suggest a potential system or policy concern.
• Work closely with PSC colleagues to stay informed on business processes, policy changes, and system configuration.
• Spot content gaps and develop materials that support the knowledge base and AI chatbot functionality.
• Contribute to special projects as assigned.
• Manage contacts, tasks, research, and communications through CRM and other specialized software.
• Create knowledge articles that help resolve future PSC inquiries accurately and consistently.
• Continue building expertise across PSC functions in order to better support customers.

Minimum Qualifications

• A bachelor’s degree from an accredited institution, or equivalent professional experience; professional experience may replace the education requirement on a year-for-year basis.
• At least 1 year of professional customer service experience, such as an inbound help desk, call center, or similar customer engagement setting.

Preferred Background

• 2 years of professional customer service experience supporting business, procurement, finance, or educational functions.
• Hands-on experience with one or more of the following: procurement practices, procure-to-pay workflows, eProcurement and financial systems, Salesforce Service Cloud, PeopleSoft, chatbots, live chat support, higher education environments, or AI-based customer support/business operations tools.

Skills and Abilities

• Strong customer service orientation and professional communication skills.
• Effective verbal, written, listening, and interpersonal communication.
• Ability to teach and explain information in multiple ways so others can understand and retain it.
• Collaboration skills for working with colleagues in person and remotely across different teams and backgrounds.
• Solid computer literacy, including Microsoft Office and the ability to evaluate and adopt new tools.
• Organization and time management for handling competing priorities in a fast-moving environment.
• Critical thinking and problem-solving skills.
• Calm, flexible, and friendly approach when dealing with customer concerns.
• Ability to work independently and adapt quickly in a dynamic setting.
• Capacity to learn technical, policy, and procedural information quickly and retain it well.
• Ability to use AI solutions in business operations, with awareness of AI ethics, data privacy, and natural language prompting.
• Ability to create, edit, ideate, and analyze content.

Application Materials

For full consideration, applicants must submit the following as separate documents:

• A cover letter describing the minimum qualifications you meet and your interest in the role.
• A resume listing all relevant experience so it can be evaluated against the posting requirements.

Benefits and Additional Information

• No-cost or low-cost medical and dental coverage options, including some plans with IVF assistance.
• Disability, life, and vision insurance options.
• Retirement options that include a mandatory 401(a) plan with a 10% employer contribution, plus 401(k), 403(b), and 457 deferred compensation plans.
• Pre-tax savings options such as health care and dependent care flexible spending accounts.
• Sick leave, vacation leave, at least 12 paid holidays, and a dedicated winter break week.
• 6 weeks of parental leave.
• Tuition benefits for you and/or your dependents.
• Free RTD EcoPass and free onsite parking at the 1800 Grant Street office.
• Access to additional CU Advantage perks and programs.
• Additional taxable fringe benefits may be available.

Mission and Workplace

The University of Colorado System Administration aims to create a workplace where people feel valued, supported, and connected. The organization serves the CU system through centralized services that support campuses in Aurora, Boulder, Colorado Springs, and Denver, as well as the Office of the President. This role offers the chance to contribute directly to higher education and help improve the customer experience for the PSC.