Customer Success Representative (CSR)

Alliance For Choice in Education•Greenwood Village, CO

3d•Onsite

About The Position

ACE is a 501(c)(3) non-profit organization dedicated to providing low-income children with equal access to quality K–12 private schools through partial scholarship support. Over the past 25+ years, ACE has delivered more than 140,000 scholarships worth over $390 million. This school year, ACE is serving approximately 16,000+ children across multiple states and is actively pursuing other expansion opportunities. ACE is also preparing for the Federal School Choice Tax Credit Program. Our mission is to advance K–12 educational freedom by securing financial support for families to access the quality education of their choice. Our values are rooted in ACE's Founding Principles: Free enterprise and democracy work, Parents know the best education environment for their kids, Private schools offer great value and have open seats, and All people are created equal and deserve an equal chance to pursue the American Dream. The Customer Success Representative (CSR) is the frontline point of contact for families, schools, donors, and internal partners, providing high-quality support via phone, email, and chat. CSRs navigate complex scholarship programs, application requirements, and system workflows, and are fully cross-trained across all support areas. They own customer cases from initial contact through resolution, balancing accuracy, compliance, and attention to detail with efficiency and responsiveness, especially during high-volume and seasonal periods.

Requirements

High school diploma or equivalent required; higher education or relevant professional experience preferred.
Prior call center or customer service experience preferred but not required.
Experience in nonprofit, education, or regulated environments preferred.
Comfortable learning new systems and programs, including ServiceNow, Empower-Ed, and Microsoft 365 applications.
Strong customer service skills with the ability to communicate clearly and professionally across multiple channels.
High attention to detail with the ability to follow complex rules and processes.
Strong organizational skills and ability to manage multiple cases simultaneously.
Comfortable working in a fast-paced, high-volume, mission-driven environment.
High integrity with strong alignment with ACE’s mission, values, and founding principles.

Responsibilities

Provide inbound and outbound customer service support via phone, email, and chat using ServiceNow.
Serve families, schools, and donors by answering questions, resolving issues, and providing clear guidance related to scholarship programs and application processes.
Own assigned customer cases from start to resolution, even when cases require elevation for additional guidance.
Support, verify, and reference scholarship applications while assisting families through the application process.
Conduct manual application review when automated systems require additional verification or clarification.
Process and manually review applications for programs that require full review, including state tax credit scholarship programs.
Balance accuracy, compliance, and attention to detail with efficiency and responsiveness while handling high customer contact volumes across phone, email, and chat.
Follow documented processes, program rules, and compliance requirements while maintaining excellent customer experience standards.
Collaborate with Senior Customer Service Representatives, Customer Service Managers, and Business Support teams for guidance on complex cases.
Apply feedback from training, quality reviews, and coaching sessions to continuously improve performance.
Remain adaptable and responsive during peak application seasons and high-volume periods.
Participate in operational projects and strategic initiatives that support organizational growth, new program implementation, and customer experience enhancements.
Support administrative projects including data cleanup, record maintenance, system validation, testing activities, and other initiatives designed to improve operational efficiency and data quality.
Configure and maintain customer-facing program components, including donor pages, marketplace stores, marketing toolkits, and other strategic partner assets using established processes and requirements.

Benefits

Medical Insurance (with generous employer contribution)
Dental Insurance (with generous employer contribution)
Vision Insurance
Voluntary Life Insurance
HSA, FSA, Limited FSA, and Dependent Care FSA pre-tax spending accounts
Employee Assistance Program (EAP)
Free, Employer-paid Short-term, Long-term, and AD&D insurance
401(k) with 6% employer match with immediate vesting
PTO: 120 hours accrued over first year
Scholarships for employee’s children actively enrolled in a K–12 private school ($3,500 per child, up to $10,500 per year)
Employer-paid parking
On-site gym
On-site café
Building security
In-office coffee
Snack bar
Walking treadmill