Senior Customer Service Representative (Sr. CSR)

Alliance For Choice in Education • Greenwood Village, CO

11d • Onsite

About The Position

ACE is a 501(c)(3) non-profit organization founded in 2000 in Denver, Colorado, 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 expansion opportunities. The organization is also preparing for the Federal School Choice Tax Credit Program, effective January 2027. ACE's mission is to advance K–12 educational freedom by securing financial support for families to access the education of their choice. The organization operates under founding principles that include the belief that free enterprise and democracy work, parents know best for their children's education, private schools offer great value and have open seats, and all people deserve an equal chance to pursue the American Dream.

Requirements

• High school diploma or equivalent required.
• Demonstrated customer service experience, preferably in a call center or high-volume support environment.
• Prior experience supporting regulated or compliance-driven programs preferred.
• Comfort using systems such as ServiceNow, Empower-Ed, and Microsoft 365 applications.
• Strong customer service expertise with advanced problem-solving skills.
• Excellent attention to detail and ability to apply complex program rules consistently.
• Strong communication skills with the ability to coach and support peers.
• Ability to manage multiple complex cases while supporting team needs.
• High integrity with strong alignment with ACE’s mission, values, and founding principles.

Nice To Haves

• Higher education or relevant professional experience preferred.
• Bilingual Spanish proficiency preferred and eligible for additional compensation.

Responsibilities

• Provide inbound and outbound customer service support via phone, email, and chat using ServiceNow.
• Serve families, schools, and donors with advanced knowledge of scholarship programs, application processes, and exception handling.
• Own assigned customer cases from start to resolution, including complex or non-standard inquiries.
• Act as a peer lead and subject matter expert within a designated focus area (Families, Schools, or Donors).
• Provide first-level elevation support and real-time coaching to Customer Service Representatives while CSRs retain ownership of customer cases.
• Support Customer Service Managers during high-volume periods by assisting with complex issue resolution and guidance.
• Verify, process, and reference scholarship applications while assisting families and partners.
• Conduct manual application review when automated systems cannot complete verification.
• Perform full manual processing for scholarship programs that require it, including all state tax credit scholarship programs.
• Demonstrate exceptional attention to accuracy, compliance, and documentation standards while consistently meeting productivity and service expectations in a high-volume customer service environment.
• Identify recurring issues, process gaps, and quality trends, and provide feedback to Business Support and Training teams.
• Reinforce documented processes, knowledge base guidance, and training standards through daily work and peer support.
• Assist with onboarding and training of new Customer Service Representatives.
• Support reinforcement of updated processes, policies, and system changes.
• Ensure learnings from elevated or complex cases are documented and shared appropriately.
• Serve as a subject matter expert on assigned projects by providing testing feedback, implementation support, and operational recommendations during strategic partner onboarding, system enhancements, and program launches.
• 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
• Employer-paid parking (in-office)
• Gym, café, and building security (in-office)
• In-office coffee, snack bar, and walking treadmill (in-office)

What This Job Offers

• Job Type: Full-time
• Career Level: Senior
• Education Level: High school or GED