Customer Success Representative (CSR)

ACE Scholarships•Greenwood Village, CO

4d•$25 - $29•Onsite

About The Position

The Customer Success Representative (CSR) serves as the frontline point of contact for families, schools, donors, and internal partners. CSRs provide high-quality support through phone, email, and chat while navigating complex scholarship programs, application requirements, and system workflows. CSRs are fully cross-trained across Family, School, and Donor support and are responsible for owning customer cases from initial contact through resolution, even when collaboration or elevation support is required. This role balances accuracy, compliance, and attention to detail with efficiency and responsiveness during high-volume and seasonal business 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 (e.g., OCR document processing) 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)
On-site amenities at Colorado home office include Employer-paid parking, on-site gym, café, and building security, and in-office coffee, snack bar, and walking treadmill