Customer Experience Specialist

Customer Experience Specialist

Customer Experience Specialist – 40248 University Staff

Description

Join Our Team and Make a Difference in Higher Education!

At the System Administration office at the University
of Colorado, we are dedicated to building a workplace where everyone feels valued, supported, and empowered to thrive. Our office is
committed to fostering a culture where employees find community, a sense of belonging, and the opportunity to contribute meaningfully to our
mission and purpose.

By joining our team, you’ll have a direct impact on shaping the future of higher education. In addition to the
Office of the Board of Regents, the University of Colorado’s system administration includes 19 units that provide essential services to CU’s
campuses in Aurora, Boulder, Colorado Springs, and Denver, as well as the Office of the President. While not a part of any one campus, we
are proud to serve in the centralized office for the University system. Together, we ensure CU continues to deliver outstanding education,
groundbreaking research, and valuable service to our communities.

We believe in creating an environment where the unique experiences
and perspectives of everyone are embraced, enriching the work we do and the strategic outcomes we pursue. If you’re passionate about making
a difference, contributing to a dynamic team, and supporting a mission that matters, we encourage you to apply and be part of our journey.
Learn more about CU System
Administration.Position Summary:

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

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 a 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 (CU) four campuses and the Office of the President.

As a Customer Experience Specialist, you will provide training and support to customers needing assistance with Procurement Service
Center (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. Additionally, you will promote employee compliance by interpreting University policies related to procurement,
commercial cards, travel, purchasing, and accounts payable. You will also 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 is crucial to the
PSC’s mission of delivering excellent customer service.

This position 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 able to relocate to Colorado within a month of starting employment with University of Colorado System
Administration.

This is a hybrid role, with occasional onsite work at our 1800 Grant Street office located in Denver.

Please note, 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:

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

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 Procurement Service Center 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 escalating to appropriate
  stakeholders as necessary
• Utilize 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.
• Work 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.
• Work 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: 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.
• 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.

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 include all relevant experience in your resume to be accurately assessed against these
qualifications. You must meet all minimum requirements 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 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 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:

To be successful in this position a
candidate 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 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/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:

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 and interest in the
   position.
2. A resume including 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.

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 or birth, dates of school
attendance, or dates of graduation.When to Apply:

For full consideration completed applications must be submitted by
June 26, 2026. Reference checking is a standard step in our hiring process. You may be asked to provide contact
information, including email addresses and phone numbers, 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: systemhr@cu.edu.

Application
Materials Required: Cover Letter, Resume/CV

Job Category: Information Technology

Primary Location: Denver
Department: S0001 — System Administration – 52000 – Procurement Service Center

Schedule: Full-time

Posting
Date: Jun 17, 2026

Unposting Date: Ongoing Posting Contact Name: System HR Recruiting Posting Contact Email: SystemHR.Recruiting@cu.edu
Position Number: 00699847

To apply, visit https://cu.taleo.net/careersection/2/jobdetail.ftl?job=40248&lang=en

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