Senior Customer Service Representative (Sr. CSR)- Bilingual- Spanish/ English- PM Swing Shift 12:30pm - 9:00pm

ACE Scholarships•Greenwood Village, CO

5d•$30 - $35•Onsite

About The Position

ACE Scholarships 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. Founded in 2000 in Denver, Colorado, ACE has a significant history of delivering scholarships and is actively expanding its reach. The organization is preparing for the Federal School Choice Tax Credit Program and is committed to advancing K–12 educational freedom by securing financial support for families. ACE operates with core values including Accountability, Innovation, Adaptability, Optimism, and Kindness, all rooted in its Founding Principles that emphasize free enterprise, parental choice in education, the value of private schools, and equal opportunity for all.

Requirements

Must be bilingual in Spanish/ English (written & spoken)
Willing to work the PM swing shift 12:30pm - 9:00pm
High school diploma or equivalent required; higher education or relevant professional experience preferred.
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.
Bilingual Spanish proficiency preferred and eligible for additional compensation.

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 (e.g., OCR document processing) 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)