Customer Experience Specialist

Position Summary The Procurement Service Center (PSC) is responsible for purchasing, payables, contracts, commercial card, strategic sourcing, sustainability, small business program, and travel for the University of Colorado's four campuses and the Office of the President. Role Overview 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 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 four campuses and the Office of the President. As a Customer Experience Specialist, you will provide training and support to customers needing assistance with 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. You will also promote employee compliance by interpreting University policies related to procurement, commercial cards, travel, purchasing, and accounts payable. You will 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 reports to the Customer Success Program Manager and is exempt from the State of Colorado Classified Staff System. Where You Will Work Applicants must be Colorado residents or be able to relocate to Colorado within a month of starting employment with the University of Colorado System Administration. This is a hybrid role, with occasional onsite work at our 1800 Grant Street office located in Denver. Leadership may adjust in‑office work requirements with a minimum of three months' notice before any change can be implemented. 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. 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 PSC 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 escalates to appropriate stakeholders as necessary. Utilizes 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. Works 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. Works on special projects as assigned. What We Offer Salary: The anticipated hiring range has been established at $55,800 - $58,500. CU System Administration takes into consideration a combination of the selected candidate's education, training and experience as it relates to the position, as well as the position's scope and complexity, internal pay equity and external market value when determining a salary level for potential new employees. Benefits No‑cost or low‑cost medical & dental plan options, some inclusive of IVF assistance. Disability, Life, Vision Insurance options. Multiple retirement planning options including a mandatory 401(a) plan where CU contributes 10% of your 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. Embrace a healthy work‑life balance with ample sick and vacation leave, along with at least 12 paid holidays. This includes a dedicated week off for winter break. 6 weeks of parental leave to adjust to the joys of parenthood. 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 & programs with the CU Advantage. Additional taxable fringe benefits may be available. Qualifications 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, 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 functionality Professional experience working in a higher education institution. Experience using Artificial Intelligence (AI)-driven solutions in support of customers and business operations. Knowledge, Skills, and Abilities Impeccable customer service skills. Oral, written, listening, and interpersonal skills (including the ability to facilitate interaction, communication, and teamwork between others), along with excellent comprehension skills. A teaching mindset and skillset, including the ability to utilize multiple methods with one individual in order to ensure learning is received and retained. Collaboration skills, including the ability to work (in‑person and remotely) with others from different areas and backgrounds to reach a common goal. Computer skills, including proficiency in Microsoft Office Suite, along with the ability to research and implement new software/tools to advance office goals and business processes. Organizational skills, with the ability to work under pressure, manage multiple concurrent and competing projects, and adapt to changing priorities while maintaining personal effectiveness and strong customer service. Critical thinking skills, including the ability to identify problems, questions, and assumptions; establish significance; and develop new ideas and initiatives that improve the performance of the organization. Customer service skills, including the ability to actively listen, address customer needs, defuse tense situations, and maintain an open, flexible, and friendly demeanor. Ability to work independently in a highly dynamic, flexible, and fast‑paced environment. Ability to learn technical, policy, and procedural information quickly and to retain it well. Ability to utilize AI solutions to assist or perform business operations. Knowledge of AI ethics and data privacy considerations in the workplace. Knowledge of natural language prompting (NLP). Ability to produce content, ideate, edit, and perform analysis. How to Apply Attach a cover letter identifying the job specific minimum qualifications you possess and interest in the position. Attach a resume including all relevant experience to be accurately assessed against the qualifications listed in the posting. For full consideration completed applications must be submitted by June 26 2026 . Per the Colorado Job Application Fairness Act, you are not required to provide your date of birth, dates of school attendance, or dates of graduation on your resume or cover letter. If an application requires additional materials, such as a transcript or certification, you may redact identifying information relating to your date of birth, dates of school attendance, or dates of graduation. Sponsorship Statement We are unable to sponsor applicants for work visas for this position. Background Check Statement The University of Colorado is committed to providing a safe and productive learning and living community. To achieve that goal, we conduct background investigations for all final applicants being considered for employment. Background investigations include a criminal history record check, and when appropriate, a financial and/or motor vehicle history. The Immigration Reform and Control Act requires that a verification of employment eligibility be documented for all new employees by the end of the third day of work. The University of Colorado is committed to diversity and equality in education and employment. ADA Statement We are committed to an inclusive and barrier‑free search process. We provide accommodations for applicants requesting accommodation through the search process such as alternative formats of this posting. Individuals with disabilities in need of accommodation throughout the search process should contact the ADA Coordinator at View email address on click.appcast.io. #J-18808-Ljbffr The Chronicle Of Higher Education, Inc.