Customer Experience Specialist (Project-Funded)

Who We Are:

System Administration, which also houses the Office of the President, is located in the uptown neighborhood of Denver with a few smaller offices located on the campuses.  Many of our departments support the educational and research missions of the four University of Colorado campuses, but System Administration is not considered a campus. We provide diverse opportunities for professional development, innovation, and collaboration with talented staff and faculty.  Learn more about CU System Administration . 

Position Summary:

Do you love building relationships with diverse audiences, continuous learning, and being the go-to person for your customers? If yes, this is the position for you. The Customer Experience Specialist role delivers one-on-one (1:1) training and support to customers seeking assistance with Procurement Service Center (PSC) functions. This position is an expert in providing guidance on the use of PSC tools (PeopleSoft, Concur, CU Marketplace, and others as they may arise) and promotes employee compliance by interpreting University policies related to Procurement, commercial card, travel, purchasing, and accounts payable. In addition, the Customer Experience Specialist is constantly seeking ways to improve the customer experience by offering insight into resource and training development to help customers succeed in handling PSC processes. This role is pivotal in the PSC’s mission to provide customer service excellence. 

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

This position reports to the Customer Success Program Manager and is exempt from the State of Colorado Classified Staff System. This is a project-funded position that will last until June 30th, 2025. 

Where You Will Work:

This position is approved for the following work arrangement: hybrid. This role is eligible for a hybrid schedule, working some days from home and some days in office.

Diversity and Equity:

The University of Colorado System Administration Office is committed to recruiting and supporting a diverse workforce. The university strives to promote a culture of inclusiveness, respect, communication and understanding. We encourage applications from women, ethnic minorities, persons with disabilities, persons within the LGBTQ+ community and all veterans.

Duties & Responsibilities:

 Duties and responsibilities of the position include, but are not limited to: 

Support and Service:

• Provides 1:1 training and support to employees and affiliates across all four campus and the Office of the President on the use of multiple complex tools, including:
  • Concur Travel & Expense system and CU Marketplace e-procurement system
• Understands PSC and University policies and provides guidance to campus partners on their applicability and use
• Provides assistance to external suppliers by researching the status of payments, identifying resolutions for payment delay, and assisting in the supplier request and registration process
  • Collaborates closely with the Customer Success Team, as well as  PSC Systems to resolve technical errors related to PSC software applications.
• Instructs internal and external customers on Procurement Service Center website resources, including navigating to policies, procedures, forms, learning resources, and tax and other information
• Investigates issues, identifying when action is required by other resources, and escalating to appropriate subject matter experts, as necessary
  • Use procurement tools (Concur, CU Marketplace, etc.) as needed to complete basic system tasks and provide easy resolutions for campus customers
• Take quick action on escalating potential issues with systems or policy when short-term customer contact trends suggest the need
• Interact regularly with PSC personnel to learn and stay current on business process, policy, and tool configuration
  • Learns changes to process, policy, and tool configuration and quickly creates necessary support standard methodologies and training aides to best aide PSC customers

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 used to accurately resolve future inquires as it relates to PSC processes and policies.

Special Projects:

• Work on special projects as assigned.

What We Offer:

Salary: The anticipated hiring range has been established at $53,000 - $58,000

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: 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.

• 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 401k or 403b 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.
• 4 weeks of parental leave to adjust to the joys of parenthood.
• Tuition Benefit of 9 waived credits for eligible courses on any CU campus per academic year for employees, as well as options for 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. 

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)

Qualifications:

Minimum Qualifications:

Please ensure your resume includes any and all relevant experience to be accurately assessed against these qualifications.  You must meet all minimum requirements listed at the time of application to be considered for this role.

• 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 or training 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:
  • General procurement practices
  • Procure to pay business processes
  • eProcurement and Financial systems
  • Salesforce, or similar CRM experience.
• Professional experience working in a higher education institution

Knowledge, Skills, and Abilities:

To be successful in this position, candidates will need the following:

• 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 mentality and skillset, including the ability to apply multiple methods with one individual
• 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/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

How to Apply:

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

1.      A cover letter identifying the job specific minimum qualifications you possess

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

Please ensure you check the “Job Specific Attachments” box next to each document on the “Required Documents” page of the application for the appropriate documents to be attached. 

When to Apply:

Review of applications will continue until the position is filled. Reference checking is a standard step in our hiring process. You may be asked to provide contact information, including email addresses, for up to five references as part of the search process for this position. *Please note: All application materials must be submitted through CU Careers; emailed materials will not be considered.*

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 accommodations throughout the search process should contact the ADA Coordinator at: [email protected] .