Senior Customer Service Representative (Sr. CSR)

ACE Scholarships • Greenwood Village, CO

12d • $30 - $37 • Onsite

About The Position

ACE is a 501(c)(3) non-profit organization founded in Denver, Colorado, in 2000. Its mission is to provide 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 in multiple states and is actively pursuing expansion opportunities with national funding partners. ACE is also preparing for the Federal School Choice Tax Credit Program, effective January 2027. The organization's mission is to advance K–12 educational freedom by securing financial support for families to access the quality education of their choice. ACE operates under founding principles that emphasize free enterprise, parental choice in education, the value of private schools, and equal opportunity for all. The Senior Customer Service Representative (Sr. CSR) is an experienced frontline role that provides advanced customer service support, acting as a peer lead and subject matter expert in a designated focus area (Families, Schools, or Donors). Sr. CSRs support customers via phone, email, and chat, and assist other Customer Service Representatives with real-time coaching, guidance, and first-level case elevation. Sr. CSRs are cross-trained across all support areas and own their individual customer cases through resolution. This role does not have managerial authority but is critical for service quality, compliance, and knowledge reinforcement.

Requirements

• 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
• Bilingual Spanish proficiency

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: Mid Level
• Education Level: High school or GED