Customer Experience Specialist. Jobs

Department Information

To apply, please go to: https://cu.taleo.net/careersection/jobdetail.ftl?job=29652

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.

The Procurement Service Center: The Procurement Service Center (PSC) provides leadership to the University of Colorado in the procurement of goods and services and in paying debts to vendors and travelers by combining sound business controls with efficient and timely service. The functional areas of the PSC include Purchasing Services, Strategic Sourcing, Supplier Relationship Management, Payable Services, Commercial Card Program, Travel Program, Small Business Program, Contract Services, and Procurement Systems. PSC is the system owner of CU Marketplace and Concur Travel and Expense.

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 managing 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 role that will end December 31st. 2024. The possibility of extending funding for the role or turning the role into a permanent position will be discussed before the projected end date.*

Where You Will Work
This position is located at 1800 Grant Street, Denver, and is approved for a hybrid work arrangement.
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. Description of Job
Duties and responsibilities of the position include, but are not limited to:
Support And Service

• Learns changes to process, policy, and tool configuration and quickly creates necessary support best practices and training aides to best aide PSC customers
• Understands PSC and University policies and provides guidance to stakeholders 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
• Utilize 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
• Collaborate closely with the rest of the Customer Success Team, as well as the Jaggaer (CU Marketplace) support team, to resolve technical errors for suppliers
• 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 stakeholders as necessary
• 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 the Concur Travel & Expense system and CU Marketplace e-procurement system

Knowledge Collection And Process Improvement

• Develops relationships and builds trust with customers as the front line into the PSC
• Tracks and manages contacts, , tasks, research, and communications using CRM and other specialized tools/software
• Self-starter that continually looks for opportunities to increase knowledge in internal PSC functions to better support customers.
• Creates content for the PSC Knowledge Base in the form of Knowledge Articles that can be utilized to accurately resolve future inquires as it relates to PSC processes and policies.
• Provides professional, accurate and timely resolution to customer inquiries

Special Projects

• Work on special projects as assigned.

Minimum Qualifications, Substitutions, Conditions of Employment & Appeal Rights
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.

• 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)
• 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)

Preferred Qualifications

• A teaching mindset and skillset, including the ability to utilize multiple methods with one individual
• 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
• EProcurement and Financial systems
• 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
• Impeccable customer service skills
• Two (2) years of professional work experience in a customer service role supporting a business, procurement, finance, and/or educational function
• Professional experience working in a higher education institution
• General procurement practices
• Procure to pay business processes
• Experience with one or more of the following:
• Salesforce, or similar CRM experience.
• 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
• Oral, written, listening, and interpersonal skills (including the ability to facilitate interaction, communication, and teamwork between others), along with excellent comprehension skills
• Collaboration skills, including the ability to work (in-person and remotely) with others from different areas and backgrounds to reach a common goal