"Customer Experience Specialist"

Customer Experience Specialist

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. 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.

Duties & 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. This support is delivered through email, phone, video meetings, virtual office hours, and webinar training. This role is a member of the PSC Service Desk team that 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. Understands PSC and University policies and provides guidance to stakeholders on their applicability and use
• 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.

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.

Special Projects:

• Work on special projects as assigned.

What We Offer:

Salary: The anticipated hiring range has been established at $55,000-$57,000.

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. ... (benefits listed)

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: ... (listed)

Knowledge, Skills, and Abilities: ... (listed)

How to Apply: ... (instructions)