Customer Experience Specialist

Customer Experience Specialist

Join Our Team and Make a Difference in Higher Education!

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.

Applicants must be Colorado residents or be willing to relocate to Colorado within a month of starting employment with University of Colorado System Administration. Leadership may adjust in‑office work requirements with a minimum of three months' notice before any change can be implemented.

• Provides individualized training and support to employees and affiliates across all campuses and the Office of the President on the use of complex tools, including the Concur Travel & Expense system and CU’s Marketplace e‑procurement system, via email, phone, video meetings, virtual office hours, and webinar training.
• Responds to a high volume of email and phone interactions during PSC 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 payment status, identifying payment‑delay resolutions, and supporting the supplier request and registration process.
• Instructs internal and external customers on Procurement Service Center website resources, including navigating policies, procedures, forms, learning resources, tax and other information.
• Investigates issues, identifies when action is required by other resources, and escalates to appropriate stakeholders.
• Utilizes procurement tools (Concur, CU Marketplace, People Soft Finance, etc.) to complete basic system tasks and provide quick 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.
• Self‑starter who 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 to resolve future inquiries about PSC processes and policies.

• No‑cost or low‑cost medical & dental plan options, some inclusive of IVF assistance.
• Disability, life, and vision insurance options.
• Multiple retirement planning options including a mandatory 401(a) plan with CU contributing 10% of 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.
• Ample sick and vacation leave, at least 12 paid holidays, and a dedicated week off for winter break.
• Six weeks of parental leave.
• A tuition benefit program for you and/or your dependents.
• Free RTD Eco Pass and free onsite parking at our 1800 Grant Street office.
• Many additional perks and programs with the CU Advantage.

• Bachelor's degree from an accredited institution of higher education, or equivalent professional experience.
• One year of professional work experience in a customer service role (e.g., inbound help desk, call center, or other customer engagement environment).

• Two 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…