Billing Specialist

Position: Full Time, Hourly, Non exempt

Job Title: Billing Specialist

Reports to: Head of Customer Experience

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

About DigitalC

DigitalC is a nonprofit technology social enterprise headquartered in Cleveland that has built and now operates America’s fastest-growing community-based broadband network. Our purpose is simple: we connect people. We deliver high-speed home internet and digital skills training at citywide scale in neighborhoods long underserved by traditional providers—proving that a nonprofit model can outperform legacy telecom approaches. In only 18 months, we completed the buildout of a citywide network and connected thousands of households, establishing what is now recognized nationally as The Cleveland Model.

Our mission is to bridge the digital divide—for good—by pairing world-class infrastructure with the systems and support residents need to fully participate in the digital age. We treat broadband access not as the foundation for opportunity, stability, and growth. Our vision is to change the world, one connection at a time.

Job Overview

The Billing Specialist supports subscriber billing accuracy, resolves billing inquiries, and assists with payment engagement and delinquency outreach. This role serves as the primary point of contact for most billing-related questions, manages billing-related tickets, and ensures accurate documentation. The position requires clear communication, strong attention to detail, and consistent coordination with internal teams to support accurate and timely billing.

Key Responsibilities

• Respond to billing inquiries related to balances, invoices, due dates, and payment status
• Investigate and resolve billing discrepancies using internal billing and customer systems
• Clearly explain billing charges, cycles, and account status to subscribers
• Accurately document all billing interactions and resolutions
• Assist subscribers with remote payments and auto-pay enrollment
• Conduct outreach to overdue and delinquent accounts via phone, email, and text
• Set up, monitor, and follow up on approved payment plans
• Escalate unresolved or non-compliant accounts using established service expectations and standard processes that define response timelines, documentation, and escalation steps
• Identify billing errors, duplicate charges, or incorrect enrollments and escalate systemic issues
• Partner with Finance and Install Operations teams to validate service start dates, equipment records, and other data that impacts customer billing accuracy
• Other duties as assigned

Qualifications

• Strong attention to detail and process discipline
• Comfortable handling firm, empathetic billing conversations
• Clear written and verbal communication skills
• Experience in billing, accounts receivable, customer support, or financial services preferred

Benefits
We offer a comprehensive benefits package to support your health, financial security, and time away from work.

• Health Insurance: Medical coverage for all full-time employees, with dental and vision coverage fully paid for employees and their dependents.
• Disability & Life Insurance: Employer paid short and long term disability, life insurance, and AD&D coverage.
• Retirement: 401(k) plan with a competitive company match.
• Paid Time Off: Generous paid time off, including vacation 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.