The Department of Procurement and Supplier Diversity
(https://procurement.virginia.edu/pagepterms) seeks a highly
independent applicant for the position of **Customer Experience
Lead** . This position will be integral to the success of the
department by providing support in the areas of customer service
and communication across all areas of UVA Procurement. This
position is ideal for an individual who thrives in an ever-changing
environment, with an aptitude to solve problems and help customers.
This position is ideal for anyone wishing to engage in the latest
modern business systems technology such as Salesforce and
Interim telework applies until June 2021, after which time
in-office work and/or telework may be required. Candidate must
possess a willingness and ability to support a diverse and
inclusive work environment.
+ **Customer Service and Relationship Management -** Provides
excellent customer service and builds rapport with internal and
external customers. Works with coworkers to solve problems and find
creative solutions. Learn Procurement, Accounts Payable, Travel &
Expense, and Supplier Diversity policies and procedures to be able
to accurately and efficiently answer questions via phone, email,
and CRM system.
+ **Systems Support -** Supports Tier 1 questions and issues
related to Procurement systems including Oracle, Workday, Jaggaer,
and Chrome River. Partners with Business Systems team and
operational units to escalate and resolve more complex questions,
ensuring a positive experience for the customer.
+ **Communications** - Maintains knowledge articles and training
content designed to answer the most commonly asked questions.
Records short how-to training videos and prepare other on-demand
help screenshots and instructions. Makes content updates to
website. Participate in various communication initiatives.
+ **Process Improvement** **and Data Analysis** - Works with
manager and team to recommend process improvements based on data
gathered about most commonly asked questions and reported
+ Bachelor's degree is required. Relevant experience may be
considered in lieu of a degree.
+ At least 3 years of experience is required.
+ Excellent customer service skills and a desire to learn
+ Exceptional communication skills - both written and
+ Proficiency with Microsoft Office Suite.
+ Preferred systems experience with Salesforce, Drupal, Concur,
Workday, Oracle, Chrome River, and Bank of America Works preferred,
but not required.
+ Web-design experience preferred.
+ Graphic design experience preferred, but not required.
**Anticipated Hiring Range:** $45,000 - $54,000 (commensurate
with qualifications) with UVA benefits
For questions about the position or the application process,
please contact Daniel Strong (email@example.com) , Senior
Recruiter. Application review will begin April 12, however this
position will remain open until filled.
Please apply through Workday
(http://uva.wd1.myworkdayjobs.com/UVAJobs) , and search for "
**Customer Experience Lead** **".** Complete an application online
and attach a cover letter and a CV/resume all into the resume
submission field, multiple documents can be submitted into this one
field. Internal applicants must apply through their UVA Workday
profile. Incomplete applications will not be considered.
_The University of Virginia, i_ _ncluding the UVA Health System
which represents the UVA Medical Center, Schools of Medicine and
Nursing, UVA Physician's Group and the Claude Moore Health Sciences
Library,_ _are fundamentally committed to the diversity of our
faculty and staff. We believe diversity is excellence expressing
itself through every person's perspectives and lived experiences.
We are equal opportunity and affirmative action employers. All
qualified applicants will receive consideration for employment
without regard to age, color, disability, gender identity or
expression, marital status, national or ethnic origin, political
affiliation, race, religion, sex (including pregnancy), sexual
orientation, veteran status, and family medical or genetic
In 1819, Thomas Jefferson founded the University of Virginia and
inaugurated a bold experiment. Two centuries later, Jefferson's
vision thrives. Across Grounds - and throughout the world - UVA
students, faculty, staff and alumni challenge convention, break
barriers and pursue the greater good.
The University of Virginia is made up of eleven schools and
affiliated foundations in Charlottesville plus the College at Wise
in Southwest Virginia.
The University of Virginia Health System is a renowned academic
medical center committed to providing outstanding patient care,
educating tomorrow's health care leaders and discovering new and
better ways to treat diseases. The University's Medical Center,
School of Medicine and Physicians Group are recognized for their
excellence in patient care, education and research.
At UVA, we offer a rich collection of benefits, which have long
been recognized and valued for their comprehensiveness and
competitiveness in the market. In addition to a robust array of
traditional benefits such as health care, time off, and retirement,
UVA offers a comprehensive list of benefits and services to help
staff and faculty meet their personal and family needs.