Customer Experience Associate

Position: Full Time, Hourly, Non exempt 

Job Title: Customer Experience Associate

Reports to: Head of Customer Experience

Supervises: N/A 

Location: Cleveland, OH (Hybrid option available after completion of successful probationary period) 

DigitalC is not your typical nonprofit. We are a bold Internet Service Provider (ISP), disrupting the telecommunications industry by delivering next-generation connectivity solutions to cities. We pride ourselves on entrepreneurial grit and a bold mission to bridge the digital divide—not just as a service provider, but as a driving force in advancing broadband access and nonprofit service delivery.

Founded in 2015, DigitalC has grown into a business-minded, technology-driven social enterprise committed to reshaping how broadband access is delivered. Our state-of-the-art fixed wireless network, powered by next-generation FWA (ngFWA) technology, sets a new standard for connectivity in NFL cities, leveraging strategic partnerships with local institutions, government entities, and industry innovators to redefine access and unlock boundless potential. With no contracts, no hidden fees, and internet at $18/month, we challenge the status quo by providing residents and businesses with the superior connectivity experience they deserve.

Our team works at the intersection of technology, community, and business, blending telecom expertise with a mission-first approach. DigitalC is a national model for scalable, sustainable broadband solutions and a driving force in creating a connected future for all. 

Job Overview: The Customer Experience Associate supports the Customer Experience team by managing day-to-day customer interactions, resolving customer inquiries, and assisting with billing and account management tasks. This role serves as a critical link between customers and internal teams, ensuring smooth customer experiences through efficient issue resolution and proactive communication.

Responsibilities:

Customer Support:  

• Respond to customer service tickets and service requests through various channels (phone, email, chat) promptly and professionally.
• Resolve customer issues related to billing, service disruptions, and general account management.
• Escalate issues to the Customer Experience Manager as needed.
• Assist the Head of Customer Experience in developing customer retention and loyalty programs.

Billing and Account Management:

• Assist in managing customer billing accounts, ensuring accurate information and timely updates including collecting and processing customer payment information 
• Support the finance team by verifying customer billing records and correcting discrepancies.
• Notify customers about payment statuses, past-due balances, and billing adjustments.

Process and System Support:

• Utilize CRM and billing systems to track customer interactions, maintain accurate records, and generate reports.
• Contribute to system and process improvement initiatives aimed at enhancing customer experience and business operations

Data Analysis and Reporting:

• Monitor customer satisfaction metrics and complete reports informed by data-driven insights to the Head of Customer Experience. 
• Generate and distribute regular customer service performance reports by collecting Net Promoter Score and other team 

• Collaborate with internal teams such as finance, technical support, customer growth, and marketing to address customer needs.
• Participate in team meetings to discuss service improvements and customer success initiatives.

Customer Advocacy:

• Proactively engage with customers to gather feedback and identify areas for improvement.
• Support customer engagement programs such as surveys, testimonials, and promotional campaigns.

Qualifications:

• Bachelor’s degree or equivalent work experience in customer service, business, or a related field.
• 2-4 years of customer service or account management experience, preferably in a technical or financial environment.
• Strong problem-solving skills with a focus on customer-centric solutions.
• Excellent communication skills, both written and verbal.
• Ability to manage multiple priorities in a fast-paced environment.
• Proficiency with CRM platforms and billing management systems.
• Ability to work across various interfaces with customers including phone, email, text, and in-person

Benefits: 

• Medical Insurance: Comprehensive coverage for all full-time employees.
• Dental & Vision Insurance: Fully covered (100%) for full-time employees and their dependents.
• Disability Coverage: Short-Term Disability (STD) and Long-Term Disability (LTD) provided at no cost to full-time employees.
• Life Insurance & AD&D: Fully covered for all full-time employees.
• 401(k) Plan: Includes a competitive company match to support your retirement goals.
• Paid Time Off (PTO): Generous PTO policy, including vacation days and paid holidays.

DigitalC is an equal opportunity employer and does not discriminate in employment with regard to race, color, religion, national origin, citizenship status, ancestry, age, sex (including sexual harassment), sexual orientation, marital status, physical or mental disability, military status or unfavorable discharge from military service or any other characteristic protected by law.

I understand that DigitalC is an at-will employer and neither the completion of this application nor any other part of my consideration for employment establishes any obligation for DigitalC to hire me. If I am hired, I understand that either DigitalC or I can terminate my employment at any time and for any reason, with or without cause and without prior notice. I understand that no representative of DigitalC has the authority to make any assurance to the contrary.

Salary : $18