Senior Customer Service Representative (Sr. CSR)

Description

Position: Senior Customer Service Representative (Sr. CSR) 

About ACE Scholarships 

ACE is a 501(c)(3) non-profit, founded in 2000 in Denver, Colorado, 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 Arkansas, Colorado, Delaware, Hawaii, Kansas, Louisiana, Mississippi, Missouri, Montana, New Mexico, Texas, Utah, and Wyoming, and is actively pursuing other expansion opportunities with the support of national funding partners. ACE is actively preparing for the Federal School Choice Tax Credit Program which comes into effect January 2027. For more information visit the ACE website at www.acescholarships.org. 

Our Mission 

Our mission is to advance K–12 educational freedom, with a focus on securing financial support for families so they may access the quality education of their choice. 

Our Values: 

ACE Founding Principles: Our founding principles are the foundation of ACE and our North Star. We honor ACE’s founders by remaining committed to these principles, and we passionately advocate for the Mission and Vision these principles support. 

Accountability: We embrace personal responsibility by taking ownership of our work and focusing on results. We expect both to give and to receive honest feedback. 

Innovation: We know ideas matter. We prefer the risks and rewards that come with creativity to the certainty that attends stagnation. 

Adaptability: We position ourselves to take advantage of opportunities, embracing strategic and operational change when it makes our work more impactful. 

Optimism: We believe our best days are ahead, and we embrace a forward-thinking mindset. We will make mistakes, but we will remain cheerful in the face of adversity and give people the benefit of the doubt. 

Kindness: We value everyone on our team, respect differences, and trust one another. This requires courage and strength, as it involves celebrating and giving our undivided attention to others. 

Our 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 
• All people are created equal and deserve an equal chance to pursue the American Dream 

Position Overview 

The Senior Customer Service Representative (Sr. CSR) is an experienced frontline role that provides advanced customer service support while acting as a peer lead and subject matter expert within a designated focus area (Families, Schools, or Donors). Sr. CSRs support customers through phone, email, and chat while assisting other Customer Service Representatives through real-time coaching, guidance, and first-level case elevation support. 

Sr. CSRs are fully cross-trained across Family, School, and Donor support and continue to own their individual customer cases through resolution. This role does not carry managerial authority or performance management responsibility but plays a critical leadership role in service quality, compliance, and knowledge reinforcement. 

Primary Job Responsibilities 

Advanced Customer Support & Case Ownership 

• 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. 

Peer Leadership & Elevation Support 

• 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. 

Application Processing & Verification 

• 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. 

Accuracy, Compliance & Quality Leadership 

• Demonstrates 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. 

Training & Knowledge Reinforcement 

• 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. 

Operational Projects & Strategic Partner Support 

• 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. 

Knowledge, Skills, and Abilities 

• 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. 

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. 

Location, Travel, and Reporting 

• Full-time, in-office position based in Denver. Remote work as approved by manager.  
• Shift-based role that may include day or swing schedules, evenings, or extended hours during peak business periods. 
• Reports to the Customer Service Manager. 

FLSA Status 

Full-time, Non-Exempt 

Compensation 

Hourly wage range: $30.00 – $37.00 per hour, based on experience and alignment with internal pay bands. 

In addition to base compensation, this role is eligible for ACE’s comprehensive benefits package, which includes but is not limited to: 

• 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)