Customer Services Representative (Bilingual Spanish/English)

Regional Water Authority; New Haven (CT); Hybrid; USD 36,000 - 48,000; Full time

Job summary

South-Central Connecticut Regional Water Authority (RWA) seeks a front-line Customer Service Representative to handle billing inquiries, account maintenance, and service coordination. You will work with internal teams to resolve issues promptly and professionally.

The role requires bilingual English/Spanish, strong communication, and empathy. You will process address changes, payment arrangements, and assist customers with rates and programs, with hybrid work options based on business needs.

Qualifications

• Bilingual in English and Spanish; strong customer service.
• Experience with billing systems.
• HS Diploma or equivalent.

Responsibilities

• Respond to inquiries via phone, email, and other channels.
• Investigate 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.
• Provide information on rates, assistance programs, and services.
• Handle escalated customer issues with professionalism and empathy.

Skills

Bilingual English/Spanish

Strong communication

Customer service

Problem solving

Empathy

multitasking

Education

HS Diploma or equivalent

Tools

Billing software

Job description

About the RWA:

At the South-Central Connecticut Regional Water Authority (RWA), we provide more than just water—we deliver life‑sustaining resources to nearly 430,000 consumers every day. As a not‑for‑profit public corporation driven by our commitment to excellence and community, we take pride in being responsible stewards of over 28,000 acres of land, ensuring the sustainability of our environment for future generations. Guided by the principles of Conscious Capitalism, we believe in the power of business to make a positive impact on the region we serve.

When you join the RWA, you have more than a job, you have a purpose and will become part of a team that values integrity, environmental stewardship, and community service. You’ll work with purpose, knowing that every drop of water we deliver makes a difference, and that our customers trust us to uphold the highest standards of reliability, sustainability, and care.

JOB SUMMARY:

Provides front-line customer support for utility services, including billing inquiries, account maintenance, and service coordination. Works collaboratively with internal departments to ensure timely and accurate resolution of customer issues.

Duties:

• Respond to customer inquiries via phone, email, and other channels, ensuring prompt and courteous service.
• 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 the effective integration of new hires and current employees, by providing practical guidance, mentoring, and opportunities for call shadowing to ensure adherence to established procedures and quality standards.

• Handle escalated customer issues with professionalism, empathy, and effective de‑escalation strategies to ensure positive outcomes.

Working Conditions:

• May be required to work flexible hours, including evenings or weekends.
• Hybrid work may be available based on business needs.
• Must have access to secure internet and a smartphone for system access when working remotely.
• This position involves prolonged periods of sitting or standing while operating a computer and telephone set.
• Follow designated work schedules and timekeeping procedures to support operational efficiency and meet performance standards.

Qualifications:

• Bilingual proficiency required, with the ability to read, write, and speak fluently in English and Spanish to provide effective customer service.
• Strong communication and problem‑solving skills.
• Ability to work in a fast‑paced, customer‑focused environment.
• Familiarity with billing systems and multi‑factor authentication preferred.
• Empathy, patience, and a customer‑first mindset.
• Problem‑solving and conflict resolution.
• HS Diploma or equivalent.