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The PATH study collects information on tobacco and nicotine use, and examines the short- and long-term health effects of such use on people in the U.S. The PATH Study employs a multi-mode approach to data collection that includes web and in-person data collection. Any offer of employment may be contingent upon receipt of acceptable results from a post-offer background screening, if required for the specific position, which may include, for example, identity verification, employment history, motor vehicle driving record history, and criminal or sexual offender records history.

HOUR

29348BR Job Title: PATH 3.0 – Screening Field Interviewer Job Description: Westat is currently seeking motivated and detail-oriented individuals with a commitment to excellence to serve as screening field interviewers on the Population Assessment of Tobacco and Health (PATH) study. The PATH study collects information on tobacco and nicotine use, and examines the short- and long-term health effects of such use on people in the U.S. The PATH Study employs a multi-mode approach to data collection that includes web and in-person data collection. Interviewers are required to locate sampled addresses and screen household members for a longitudinal study. Interviewers regularly receive and transmit data via the internet and report progress and costs to their supervisor. Interested applicants are required to view the PATH interviewer video to learn more about this position prior to submitting an application. To view the video, click the link below: PATH Study: The Field Interviewer's Job - Westat (https://www.westat.com/path-study-the-field-interviewers-job/) Or cut and paste this URL into your browser: https://www.westat.com/path-study-the-field-interviewers-job Basic Qualifications Candidates must: + Be 18 or older (or an emancipated minor) with the ability to enter binding confidentiality agreements to protect project information. + Be available and able to complete 20 – 25 hours of web-based training per week between August 3, 2026 and August 16, 2026. You will be required to communicate with your assigned supervisor multiple times per week during this time. Minimum Requirements + Live in or around the geographic work area defined by the project sample + Be available to work during the data collection period from August 17 through December 31, 2026 + Be available to work 20-25 hours per week, mostly evenings and weekends on specified days/times when work is available; 3 to 4 hours at a time. At times, more hours may be available. + Local travel to complete project work will be required. + Be able to meet the physical requirements of the position with or without reasonable accommodations: + Lift and carry 20 pounds of equipment and materials. + Walk several blocks; and + Climb a flight of stairs carrying equipment. + Have regular and reliable access to telephone service with a long-distance calling feature, either landline or cellular. + Have regular and reliable access to a secure high-speed internet home connection. + Have consistent access to a fully insured, reliable vehicle. Must meet Westat’s minimum insurance coverage requirements. + Have a current and valid driver’s license that is not under suspension. Preferred Criteria + In-person interviewing and/or cold calling experience + Experience working with the public. + Ability to communicate effectively with people from all walks of life and socio-economic groups + Comfortable using a laptop computer + Able to establish and maintain good rapport with study respondents + Comfortable working in unfamiliar locations, knocking on doors + Self-motivated, organized, detail-oriented + Ability to work independently + Work successfully in a team environment with little direct supervision + Individuals bilingual in English and Spanish are encouraged to apply. + Willingness to travel overnight if project assignments become available. Any offer of employment may be contingent upon receipt of acceptable results from a post-offer background screening, if required for the specific position, which may include, for example, identity verification, employment history, motor vehicle driving record history, and criminal or sexual offender records history. Any background screening results will be evaluated through an individualized assessment based on the individual’s specific record and the duties and requirements of the position. This is a part-time, variable-hour, non-exempt position. This position is eligible for overtime pay. Potential for production bonus at client discretion. This position is not initially eligible for health insurance or a health savings account (HSA). To be eligible for health insurance and an HSA, you must work 1560 hours from September through September of the following year, with coverage beginning January 1 of the year after eligibility is satisfied. This federal government project is subject to the Service Contract Act (SCA). The hourly rate for this position is determined by the location where work is performed. In addition to hourly pay, a health and welfare payment of $5.09, which may be reduced based on group benefit election, will be paid weekly for up to 40 work hours per week. This position is eligible for paid vacation and holiday leave based on hours worked. All field positions accrue sick leave (based on hours worked) and are eligible to participate in the 401(k) program (employer matching is dependent on hours worked and disbursement is subject to program rules). This opportunity will be posted for a minimum of seven days, and applications will be accepted on an ongoing basis. Upon successful completion of this assignment, you will be eligible for consideration for reassignment on other Westat field data collection projects if they become available. Working on this study can be a fascinating, rewarding experience. If you are a reliable self-starter, this position may be right for you. Westat is an Equal Opportunity Employer and does not discriminate on the basis of race, creed, color, religion, sex, national origin, age, veteran status, disability, marital status, sexual orientation, citizenship status, genetic information, or any other protected status under applicable law. Job ID: 29348BR Job Status: Part-Time Requisition ID: 26007 City: CO - Fort Collins Pay Range: The hourly pay rate ranges from $18.87 to $24.75.

Westat

PATH 3.0 – Screening Field Interviewer

Broadband

Cold Calling Skills

Communication Skills

Data Collection

Detail Oriented

Driver's License

English Language

Genetics

Information/Data Security (InfoSec)

Insurance

Laptop PC

Legal

Lift/Move 20 Pounds

Multilingual

Organizational Skills

Physical Demands

Spanish Language

Team Player

Vehicle Driving

Willing to Travel

FEED

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. This role partners closely with Business Support, Program, and Business Technology teams to ensure Customer Service Representatives are equipped with the tools, training, and processes necessary to support families, schools, and donors.

YEAR

<h5>Customer Service Manager </h5>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. 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 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: <ul><li>The American public education system is flawed </li><li>Free enterprise and democracy work </li><li>Parents know the best education environment for their kids </li><li>Private schools offer great value and have open seats </li><li>All people are created equal and deserve an equal chance to pursue the American Dream </li></ul>Position Overview The Customer Service Manager is responsible for leading ACE Scholarships' Customer Service team, ensuring the consistent delivery of high-quality support across phone, email, and chat channels. This role oversees Customer Service Representatives and Senior Customer Service Representatives, managing day-to-day operations, staffing, performance, and customer experience outcomes in a high-volume call center environment. The Customer Service Manager owns team performance, service quality, and escalation management, ensuring customer cases are handled accurately, efficiently, and in compliance with program requirements. This role partners closely with Business Support, Program, and Business Technology teams to ensure Customer Service Representatives are equipped with the tools, training, and processes necessary to support families, schools, and donors. This is a highly operational leadership role with direct accountability for team execution, workforce planning, and service delivery performance. Primary Job Responsibilities Team Leadership & Performance Management <ul><li>Lead, manage, and develop a growing team of Customer Service Representatives and Senior Customer Service Representatives. </li><li>Conduct performance management including coaching, feedback, corrective action, and formal evaluations. </li><li>Foster a high-performance, customer-focused team culture aligned with ACE's mission and values. </li></ul>Staffing, Scheduling & Workforce Planning <ul><li>Develop and manage team schedules to ensure adequate coverage across service channels and business hours, including day and swing shifts. </li><li>Monitor staffing needs and partner with the Vice President of Operations and Human Resources to support workforce planning and hiring forecasts. </li><li>Lead hiring and onboarding of Customer Service Representatives and Senior Customer Service Representatives. </li></ul>Customer Service Operations & Case Escalation Ownership <ul><li>Oversee daily customer service operations across phone, email, and chat channels using ServiceNow and EmpowerEd by ACE Scholarships. </li><li>Ensure Customer Service Representatives maintain ownership of cases through resolution while providing oversight for complex or escalated situations. </li><li>Own all formal escalations, including customer ownership transfer when required, and ensure timely and appropriate resolution. </li></ul>Performance Metrics & Quality Management <ul><li>Own team performance metrics, including service level agreements (SLAs), response times, case resolution rates, productivity, and quality scores. </li><li>Monitor performance trends and implement corrective actions or improvements as needed. </li><li>Partner with Business Support to leverage quality assurance insights and training improvements. </li></ul>Application Processing Oversight <ul><li>Ensure team members accurately support, verify, and process scholarship applications, including manual review when required. </li><li>Oversee compliance with program rules, documentation standards, and eligibility requirements across all programs, including tax credit programs requiring full manual review. </li></ul>Cross-Functional Collaboration <ul><li>Partner closely with Business Support to implement training, knowledge base updates, and process improvements. </li><li>Collaborate with Program, Compliance, and Business Technology teams to support program changes, system enhancements, and operational readiness. </li><li>Provide feedback on recurring operational issues, system gaps, and process improvement opportunities. </li></ul>Knowledge, Skills, and Abilities <ul><li>Strong experience leading teams in a high-volume customer service or call center environment. </li><li>Demonstrated ability to manage performance, coach employees, and drive accountability. </li><li>Strong organizational and workforce planning skills. </li><li>Ability to manage complex customer issues and escalation scenarios. </li><li>Strong communication and collaboration skills across multiple teams. </li><li>Alignment with ACE's mission, values, and founding principles. </li></ul>Requirements <ul><li>Bachelor's degree or equivalent professional experience. </li><li>Five or more years of experience in customer service, operations, or call center environments. </li><li>Prior people management experience required. </li><li>Experience managing performance metrics, staffing, and scheduling. </li><li>Experience working in nonprofit, education, or regulated environments preferred. </li><li>Experience with systems such as ServiceNow, customer support platforms, and Microsoft 365 preferred. </li></ul>Location, Travel, and Reporting <ul><li>Full-time, in-office position based in Denver. </li><li>Responsible for staffing and coverage across service hours, including peak business periods. </li><li>Reports directly to the Vice President of Operations. </li></ul>FLSA Status Full-time, Exempt Compensation Annual salary range: $88,000 – $115,000, based on experience and alignment with internal pay bands. In addition, this role is eligible for ACE's comprehensive benefits package, which includes but is not limited to: <ul><li>Medical Insurance (with generous employer contribution) </li><li>Dental Insurance (with generous employer contribution) </li><li>Vision Insurance </li><li>Voluntary Life Insurance </li><li>HSA, FSA, Limited FSA, and Dependent Care FSA pre-tax spending accounts </li><li>Employee Assistance Program (EAP) </li><li>Free, Employer-paid Short-term, Long-term, and AD&D insurance </li><li>401(k) with 6% employer match with immediate vesting </li><li>Monthly cellphone stipend </li><li>Scholarships for employee's children actively enrolled in a K–12 private school ($3,500 per child, up to $10,500 per year) </li><li>On-site amenities at Colorado home office: Employer-paid parking, Gym, café, and building security, In-office coffee, snack bar, and walking treadmill. </li></ul>

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