Job Description

Position: ESA Senior Program Specialist

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 22 years, ACE has provided more than 50,000 scholarships worth over $138 million. This school year, ACE is serving approximately 10,500 children in Arkansas, Colorado, Kansas, Louisiana, Mississippi, Missouri, Montana, New Mexico, Texas, Utah, and Wyoming, and is actively pursuing other expansion opportunities with the support of a national funding partner. For more information visit the ACE website at .

Our Mission is to provide children of lower-income families with scholarships to private schools in grades K-12 and to advocate for expanded school choice.

Our Vision: That every child has equal access to a quality education.

Our Guiding Principles and Convictions:

1) The American public education system is flawed

2) Free enterprise and democracy work

3) Parents know the best education environment for their kids

4) Private schools offer great value and have open seats

5) All people are created equal and deserve an equal chance to pursue the American Dream

Position Overview

The ESA Senior Program Specialist will be responsible for the administration of the ACE Education Savings Account (ESA) Program in designated states, including but not limited to the review of student and provider applications. This will encompass the initial application process, annual renewal of applications, and approval of qualified expenses to participating providers. As the primary contact for students, families, and vendor providers, this position requires a high level of customer service with professional communication over phone, email and in-person. The ESA Program Specialist will be provided training on the ESA Program and will be responsible for maintaining a working knowledge of the program\'s key components, including the processing of applications and program implementation related to application, maintenance, and termination of ESA accounts. This role will provide an opportunity to learn about operations, account management, marketing, education, and law and policy. ACE Scholarships serves many English and Spanish speaking families and communities.

Primary Job duties and responsibilities * Administer the ESA Application Process

• Review initial and renewal electronic applications within predetermined timeline, and approve or deny application, or request additional information as needed.
• Review and approve purchases made through ESA funds to ensure expenditures qualify.
• Manage account related materials, paperwork and files, ensuring they are current and properly saved and stored.
• Identify and refer lead opportunities to team members.

2. Senior Program Specialist Duties

• Acting team lead for entry level Program Specialists, taking on advanced customer service related inquiries.
• Assist ESA Service Delivery Director with training and onboarding of ESA Program Specialists
• Produce written reports when required.
• Support ESA Service Delivery Director with identifying opportunities to enhance internal processes which promote best practice and lead to overall performance improvement and organizational efficiency.

3. Generalized Customer Service and Organizational Support

• Function as an informed representative of the ESA Program
• Provide clear, timely and accurate information upon request to families and participating entities inquiring about and participating in the program.
• Provide excellent customer service to program administrators, participating families, providers in order to assist with problem resolution (respond to email, answer calls, and resolve inquiry tickets including technical and account related troubleshooting).
• Communicate with supervisor in a timely manner regarding all relevant matters.
• Support community engagement efforts when needed with events that promote program information to potential and current participants (taking inventory of and mailing creative and marketing materials; event preparation, attendance and follow up, etc.)
• Participate in projects to improve processes and enhance the client experience.
• Other duties as assigned.

Desired Knowledge, Skills and Abilities

• Strong customer-centric philosophy; ability to maintain professionalism, patience and empathy when resolving issues with stakeholders
• Experience in program project implementation
• Knowledge and passion for school choice and ACE Scholarship\'s mission
• Strong attention to detail and ability to stay organized
• Knowledge and experience in Microsoft Office Suite, high comfort level with database systems, and fluency with basic computer skills
• Ability to manage multiple projects and activities
• Enthusiastic self-starter with the ability to identify problems and contribute towards implementing solutions
• Ability to communicate and adjust workflow to accommodate families and providers during seasons of high volume
• Strong verbal and written communication skills in English, Bilingual in Spanish is desired but not required.
• Ability to travel out of state (<10%)

Minimum Requirements

• Bachelor\'s Degree or equivalent work experience in customer service, non-profit administration, call center, hospitality, or other related fields
• 2-3 years of team supervision, training, or management experience in customer service, non-profit administration, call center, hospitality or other related fields
• Advanced skill in customer service related problem solving, troubleshooting, and conflict management
• Personal and professional integrity
• Strong communication and customer service skills
• Excellent professional appearance and presentation
• Strong analytical and decision-making skills

Location and Reporting

• Position will be based in ACE Scholarships\' Denver Office (Greenwood Village, CO/Denver Tech Center)
• Hybrid work environment with some option to work remote after training period
• Reports to ESA Program Service Delivery Director

FLSA Status
Non-exempt, Full Time

Compensation

Competitive salary of $68,000 - $75,000 annual salary (DOE) plus benefit package including medical, dental, vision, STD, LTD, 401(k) with corporate match; plus other benefits.

Compensation details: 68000-75000 Yearly Salary

PIa81de3c92340-8722-33493799

ACE Scholarships