NEOGOV · 16 hours ago
Customer Experience Specialist
Denver, CO
Full-time
Hybrid
Entry Level
$55K/yr - $57K/yr
1+ years expNEOGOV is dedicated to enhancing the customer experience within higher education. As a Customer Experience Specialist, you will provide training and support to customers using various Procurement Service Center tools, ensuring compliance with university policies and improving customer interactions.
GovTechHuman ResourcesInformation TechnologySoftware
Responsibilities
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
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
Work on special projects as assigned
Qualification
Required
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
Two (2) 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 practices, Procure to pay business processes, eProcurement and financial systems, Salesforce Service Cloud, Peoplesoft, Chatbots, Managing customer inquiries through Live Chat functionality
Professional experience working in a higher education institution
Experience using Artificial Intelligence (AI)-driven solutions in support of customers and business operations
Experience handling a high volume of inbound inquiries or cases while maintaining professionalism and accuracy
Experience de-escalating situations in customer service environments
Experience supporting customers across multiple channels (phone, email, chat)
Benefits
No-cost or low-cost medical & dental plan options, some inclusive of IVF assistance.
Disability, Life, Vision Insurance options.
Multiple retirement planning options including a mandatory 401(a) plan where CU contributes 10% of your gross pay, a 401k or 403b plan and a 457 deferred compensation plan.
Pre-tax savings plans, such as Health care and Dependent care flexible spending accounts.
Embrace a healthy work-life balance with ample sick and vacation leave, along with at least 12 paid holidays. This includes a dedicated week off for winter break.
6 weeks of parental leave to adjust to the joys of parenthood.
A tuition benefit program for you and/or your dependents.
Free RTD EcoPass and Free Onsite Parking at our 1800 Grant Street Office.
Many additional perks & programs with the CU Advantage.
Company
NEOGOV
NEOGOV is the leading provider of workforce management software uniquely designed for the public sector, education, and public safety.
501-1000 employees
H1B Sponsorship
NEOGOV has a track record of offering H1B sponsorships. Please note that this does not
guarantee sponsorship for this specific role. Below presents additional info for your
reference. (Data Powered by US Department of Labor)
Distribution of Different Job Fields Receiving Sponsorship
Represents job field similar to this job
Trends of Total Sponsorships
2025 (13)
2024 (10)
2023 (10)
2022 (18)
2021 (14)
2020 (16)
Funding
Current Stage
Late StageTotal Funding
$700MKey Investors
Warburg Pincus
2025-07-28Secondary Market· $700M
2025-07-28Acquired
2021-06-02Private Equity
Leadership Team
Shane Evangelist
CEO
Brandon McDonald
Head Of Marketing
Recent News
Canada NewsWire
2025-11-14
2025-11-14
Government Technology US
2025-10-31
Company data provided by crunchbase