Customer Success Representative (CSR)

Description

Position: Customer Success Representative (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 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. 

Primary Job Responsibilities 

Customer Support & Case Ownership 

• 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. 

Application Support & Verification 

• 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. 

Accuracy, Compliance & Quality 

• 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. 

Collaboration & Continuous Improvement 

• 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. 

Operational Projects & Strategic Partner Support 

• 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 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. 

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. 

Location, Travel, and Reporting 

• Full-time, in-office position based in Denver. 
• Shift-based role that may include day or swing schedules, evenings, or extended hours during peak business periods. Shift times include an AM Swing shift from 6:00am - 3:00pm, Day shift from 8:00am - 5:00pm, and a PM Swing shift from 12:00pm - 9:00pm. 
• Reports to the Customer Service Manager. 

FLSA Status 

Full-time, Non-Exempt 

Compensation 

Hourly compensation of $25.00 - $29.00/hour aligned to internal pay bands and eligible for performance incentives, plus 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 include Employer-paid parking, on-site gym, café, and building security, and in-office coffee, snack bar, and walking treadmill