Senior Customer Service Representative; Sr. CSR- Bilingual- Spanish​/English- PM Swing Shift

Senior Customer Service Representative (Sr. CSR) - Bilingual - Spanish/English

PM Swing Shift 12:30pm - 9:00pm

Full time in office position

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 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:

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
• Peer leadership & elevation support
• Application processing & verification
• Accuracy, compliance & quality leadership
• Training & knowledge reinforcement
• Operational projects & strategic partner support

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:

• Must be bilingual in Spanish/English (written & spoken)
• Willing to work the PM swing shift 12:30pm - 9:00pm
• 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 Service Now, Empower-Ed, and Microsoft 365 applications.
• Bilingual Spanish…