Bilingual Customer Service Rep - Billing & Support

Rwater; New Haven, Northern (CT, KY); Hybrid; USD 38,000 - 48,000; Full time

Job summary

South-Central Connecticut Regional Water Authority (RWA) is seeking a front-line customer support specialist for utility services. You will handle billing inquiries, account maintenance, and service coordination, using bilingual English and Spanish to assist customers.

Hybrid work may be available based on business needs, and the role emphasizes empathy and reliable service. Work involves collaborating with internal departments to resolve issues, manage payments, and guide customers through

Qualifications

• Bilingual proficiency in English and Spanish for customer service.
• Strong communication and problem-solving skills.
• Ability to work in a fast-paced, customer-focused environment.
• Familiarity with billing systems and MFA preferred.
• Empathy, patience, and a customer-first mindset.
• Problem-solving and conflict resolution.
• HS Diploma or equivalent.

Responsibilities

• Respond to customer inquiries via phone, email, and other channels.
• Investigate and resolve billing discrepancies and account issues.
• Process account updates including address changes, service transfers, and payment arrangements.
• Coordinate with field staff to initiate and follow up on service orders.
• Apply account adjustments and credits in accordance with company policy.
• Review overdue accounts and administer collections, including setting up payment plans.
• Provide general information on rates, assistance programs, and services.
• Support office operations including receptionist, cashier, and messenger duties as needed.
• Handle escalated customer issues with professionalism and empathy.
• Facilitate onboarding of new hires and current employees, providing practical guidance and mentoring.

Skills

Bilingual English/Spanish

Communication skills

Problem solving

Customer service

Billing systems

Education

HS Diploma or equivalent

Job description

South-Central Connecticut Regional Water Authority (RWA) is seeking a front-line customer support specialist for utility services. You will handle billing inquiries, account maintenance, and service coordination, using bilingual English and Spanish to assist customers.

Hybrid work may be available based on business needs, and the role emphasizes empathy and reliable service. Work involves collaborating with internal departments to resolve issues, manage payments, and guide customers through