Customer Services Representative

South-Central Connecticut Regional Water Authority Job

Our purpose is to make life better for people by delivering water for life. Our mission is to provide customers with high-quality water and services at a reasonable cost while promoting the preservation of watershed lands and aquifers. Our vision is to be an innovative water utility that sustains life, strengthens our communities and protects natural resources for future generations. Our STARS values are Service, Teamwork, Accountability, Respect and Safety.

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.

South Central Connecticut Regional Water Authority (SCCRWA) will not discriminate or permit discrimination against any person or group of persons on the basis of race, color, religious creed, age, marital status, national origin, ancestry, sex, gender identity or expression, sexual orientation, intellectual disability, mental disability or physical disability including, but not limited to, blindness, (unless such disability, even with reasonable accommodation, prevents the applicant from being able to perform the work involved), or in any manner prohibited by the laws of the United States or of the State of Connecticut. Further SCCRWA will not retaliate against or condone retaliation against any person or group of persons who oppose actions, treatment or conduct that they believe to be discriminatory.