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 scholarships.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 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…