Customer Experience Specialist

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 People Soft, 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…