Senior Customer Service Representative (Sr. CSR

Senior Customer Service Representative (Sr. CSR)

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.

Advanced Customer Support & Case Ownership

• Provide inbound and outbound customer service support via phone, email, and chat using Service Now.
• 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…