Customer Success Specialist — PM Swing Shift

ACE Scholarships; Englewood (CO); On-site; USD 34,000 - 37,000; Full time

Benefits offered by this job

Medical Insurance

Dental Insurance

Vision Insurance

401(k) with employer match

PTO 120 hours

Scholarships for employee’s children

On-site gym

Job summary

ACE Scholarships in Denver is hiring a Customer Success Representative (CSR) for the PM Swing shift (12:00pm–9:30pm). This in‑office, full‑time role serves families, schools, donors, and internal partners, delivering high‑quality support via phone, email, and chat while navigating scholarship programs and system workflows.

The CSR owns cases from initial contact through resolution, balances accuracy with efficiency during peak seasons, and collaborates with senior staff to improve processes.

Qualifications

• 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.

Responsibilities

• 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 guiding scholarship processes.
• Own assigned customer cases from start to resolution, including escalation when needed.
• Support, verify, and reference scholarship applications and conduct manual reviews when required.
• Balance accuracy, compliance, and efficiency during high-volume periods and follow program rules.
• Collaborate with Senior Representatives and Managers to handle complex cases and implement improvements.
• Participate in projects to support growth, data cleanup, and system validation.

Skills

Customer service

Attention to detail

Organizational skills

Fast-paced environment

Integrity

Education

High school diploma

Higher education preferred

Tools

ServiceNow

Empower-Ed

Microsoft 365

Job description

ACE Scholarships in Denver is hiring a Customer Success Representative (CSR) for the PM Swing shift (12:00pm–9:30pm). This in‑office, full‑time role serves families, schools, donors, and internal partners, delivering high‑quality support via phone, email, and chat while navigating scholarship programs and system workflows.

The CSR owns cases from initial contact through resolution, balances accuracy with efficiency during peak seasons, and collaborates with senior staff to improve processes.