Customer Experience Specialist

Overview

Customer Experience Specialist

Description

Join Our Team and Make a Difference in Higher Education!

Position summary is provided in the original job description. Applicants must be Colorado residents or able 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.

CU is an Equal Opportunity Employer and complies with all applicable federal, state, and local laws governing nondiscrimination in employment. We encourage individuals from all backgrounds to apply.

• 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 Concur Travel & Expense and CU Marketplace e-procurement. This support is delivered via email, phone, video meetings, virtual office hours, and webinar training. This role is a member of the PSC Service Desk team responding to a high volume of email and phone interactions during core hours (8 a.m.–12 p.m. and 1 p.m.–5 p.m. MST).
  
  Guides stakeholders on policy applicability and use.

• Salary: $55,000–$57,000
• Benefits including no-cost or low-cost medical & dental plans (some options include IVF assistance); disability, life, and vision insurance; retirement options (401(a) with CU contribution of 10%, plus 401k/403b and 457 plans); pre-tax savings accounts; and comprehensive paid time off including holidays and winter break.
• Additional perks through CU Advantage and related programs.

• Bachelor's degree from an accredited institution or equivalent professional experience (experience may substitute for education 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)

• Two (2) years of professional work experience in customer service supporting business, procurement, finance, or educational functions
• Experience with one or more of the following: procurement practices, procure-to-pay processes, eProcurement/financial systems, Salesforce Service Cloud, People Soft, chatbots, live chat
• Higher education experience
• Experience with AI-driven solutions, high-volume inquiries, de-escalation, and multi-channel support (phone, email, chat)

• Impeccable customer service, strong oral and written communication, listening, and interpersonal skills
• Teaching mindset and ability to adapt methods to individual learners
• Collaboration across diverse teams, with remote and in-person work
• Proficiency in Microsoft Office; ability to learn new tools to support processes
• Organizational skills to manage multiple projects and priorities under pressure
• Critical thinking to identify problems and develop improvements
• Ability to work independently in a dynamic, fast-paced environment
• Ability to learn technical, policy, and procedural information quickly
• Familiarity with AI solutions and ethics/data privacy awareness
• Knowledge of natural language prompting (NLP) and content creation

For full consideration, attachments must be submitted as separate documents. Per the Colorado Job Application Fairness Act, you are not required to provide your date of birth on your resume or cover letter. If additional materials are required, redaction is allowed as appropriate. All application materials must be submitted through CU Careers; emailed materials will not be considered. We do not sponsor work visas for this position.

A background check will be conducted for final applicants as part of the hiring process.

The University of Colorado does not discriminate on the basis of race, color, national origin, sex, age, pregnancy, disability, creed, religion, sexual orientation, gender identity, gender expression, veteran status, political affiliation, or political philosophy. All qualified individuals are encouraged to apply.