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Working with RWA

The South Central Connecticut Regional Water Authority (RWA) is seeking career minded people committed to exceeding the expectations of our customers, internal and external, and who can contribute to and excel in a team environment. The RWA looks for people who are talented and share our values:

Service: We provide prompt, courteous service to both our customers and our coworkers. We continually strive to make the customer experience better for all.
Teamwork: We build on each other’s strengths. Through efficiency and innovation, we work together, operating as a team, in a spirit of mutual trust and openness, to achieve success.
Accountability: We are responsible for our actions. We are honest and ethical. Integrity is at the heart of everything we do.
Respect: We treat with respect everyone with whom we come in contact while doing our jobs. We promote diversity and embrace individuality.
Safety: We are a safe workforce. Safety is owned by each and every employee. We all benefit when safety is part of our daily lives.

We invite you to consider open positions at the RWA. The Authority provides high quality water and services to almost 430,000 people in the greater New Haven area.

At the RWA, your total compensation is comprised of a base wage and additional benefits that add significant value to your compensation package.

Following is a representative list of benefits. 

Submitting A Resume

The Authority accepts resumes for current employment openings only.

If you find an open position for which you would like to apply, please submit your resume via e-mail by clicking on the ‘Apply Now’ link in each position description.

You may also submit a resume via postal mail by sending it to the Attention of Employee Relations, Learning and Growth at Regional Water Authority, 90 Sargent Drive, New Haven, CT, 06511, or via fax at (203) 772-1406.

Job Openings

Water Treatment Operator Apply Now

The Regional Water Authority is looking for an experienced Water Treatment Operator. The successful candidate will perform the duties required for the safe and efficient operation and maintenance of treatment facilities as assigned by the Team Lead. Examples of duties include (but not limited to): preventive and corrective maintenance to plant equipment, mixing of chemical solutions, lab analysis, operation of automated control systems, and general plant cleaning.

Applicant must be able to speak, read and write English, possess excellent mathematical and computer skills and be in good physical condition; must be mechanically inclined and will be required to take qualifying tests.  Applicant must have a CTDPH Class IV WTP Operators Certificate or a Class IV Operator in Training Certificate, and must have a valid Connecticut driver's license; experience with DAF a plus.   Applicant must be able to wear a respirator. This is a bargaining unit position. Hourly pay range: $35.89/36.59/37.67.

We are seeking candidates that reflect our STARS Values:  Service, Teamwork, Accountability, Respect and Safety.

To apply for this position, please send resume and cover letter, including salary requirements, by July 29, 2018 to:

REGIONAL WATER AUTHORITY
90 Sargent Drive
New Haven, CT 06511
Attn:  Employee Relations
hr@rwater.com

AA/EO Employer
M/F/H/V

Chemist Apply Now

The Regional Water Authority is seeking a Chemist to work in a fast paced production drinking water laboratory.  Job responsibilities include conducting a wide variety of analyses in accordance with EPA protocols to determine compliance of the drinking water with State and Federal regulations; provide accurate and prompt results for all chemical analysis; troubleshooting and maintaining existing analytical methods; providing training for new staff; working with the Laboratory Manager on the development and/or implementation of new analytical methods and instrumentation in response to RWA needs; maintaining documentation of all quality control analyses on various software programs and writing and reviewing standard operating procedures.

Our organization is looking for a motivated individual who is comfortable in a laboratory setting, has the ability to work independently, can schedule work flow to meet critical deadline commitments and has knowledge of general laboratory procedures.  Candidates should be detail oriented and possess excellent multi-tasking skills and should be skilled in operating, calibrating, and maintaining a variety of manual and automated laboratory instruments.  The candidate must have GC and GC/MS experience.  A minimum of a Bachelor’s Degree in Chemistry or related field is required.  This is a full-time, first shift, Monday-Friday position.

We are seeking candidates that reflect our STARS Values:  Service, Teamwork, Accountability, Respect and Safety.

Applicants should send a letter of application and resume, along with salary requirements by December 19, 2018 to:

Employee Relations, Learning and Growth
REGIONAL WATER AUTHORITY
90 Sargent Drive
New Haven, CT 06511

hr@rwater.com

AA/EO Employer
M/F/H/v

Customer Service Team Lead Apply Now

The Regional Water Authority is seeking a Customer Service Team Lead. The Team Lead reports to Customer Service Manager and oversees all functions of the Customer Service Call Center and Billing Operations functions. The Team Lead is responsible for creating a team-based environment, with a focus on serving the customer and each other, mentoring and managing the call center representatives, and provides support to the Collections function.

The successful candidate will develop an environment that exhibits and promotes the STARS values of service, teamwork, accountability, respect and safety; manage and direct the team’s activities for the achievement of customer satisfaction goals through metrics monitoring and motivational management; hire, supervise, plan, monitor calls, coach and train call center agents; develop performance standards, monitor departmental and individual performance, and deliver annual performance reviews for staff; oversee the staff schedule on a daily basis to optimize service levels and maintain department key performance indicators; perform investigations, handle escalated customer issues; manage the billing function, including implausible meter reading report, and adjustments.

The Team Lead is the primary point of contact for the website host, and is the liaison for electronic billing customer issues; is back up for e-billing, website and other customer inquiries related to Payrwater.com and customer service email; is the primary contact for WPCA; monitors deferred billing accounts; oversees credit card processing, including authorization of adjustments; handles first-step labor/management issues, injury reports, and participates in labor/management meetings; develops, reviews and keeps current standard operating procedures and customer service policy, assuring departmental manuals are maintained; plans and coordinates training workshops with Customer Service/Billing group; prepares annual budgets and monitors spending for area of responsibility; implements employee orientation program, including comprehensive training on call center and billing functions to new employees; is responsible for preparation and maintenance of Department Business Continuity Plan; manages relationships with vendors and other departments in the maintenance and enhancement of SAP, IVR, Electronic Billing, On-line bill payment, ask.billing, and other systems; evaluates, recommends and participates in customer satisfaction benchmarking studies and implements improvements; works closely with the Collections Department Team Lead, acting as primary backup; and other duties necessary to accomplish the mission, vision and values of our organization.

The preferred candidate will possess the following minimum competencies:  3-5 years’ experience supervising a Customer Service Call Center; excellent written and verbal communication skills; strong leadership, mentoring and interpersonal skills; ability to collaborate and communicate with all levels of personnel; experience with Microsoft Office, Call Center Telephony software, SAP, IVR, on-line billing, and other relevant technologies.  A Bachelor’s degree or equivalent experience is required.

Applicants should send a cover letter and resume, including salary requirements by December 21, 2018 to:

Employee Relations, Learning and Growth

REGIONAL WATER AUTHORITY

90 Sargent Drive

New Haven, CT 06511

hr@rwater.com

AA/EO Employer

M/F/H/v

Customer Service Coordinator Apply Now

The Regional Water Authority is seeking a Customer Service Coordinator. The Coordinator plans, organizes and directs all daily functions of the Customer Service Call Center operations to maintain benchmarks, optimize resources and ensure timely completion of responsibilities. The Coordinator provides support to the Collections and Customer Service Department.

The successful candidate will develop an environment that exhibits and promotes the STARS values of service, teamwork, accountability, respect and safety; assist Team Leads with daily call center activity and prepare weekly payroll; plan for, schedule and monitor staff requirements to provide optimal customer service and maintain a balance of skills within the department; conduct call quality monitoring on a regular basis and review with CSRs; evaluate call and paperwork volume on a regular basis; provide support to Collections and Customer Support Department; train new employees; prepare monthly activity reports; purchase and maintain adequate supply of equipment and office needs; develop and evaluate letters and procedures and maintain department manuals; plan and conduct regular department meetings; be responsible for the adherence of safety policies and procedures; be the liaison for daily inter and intra-departmental communication; handle customer related issues, including face-to-face, by telephone, and in writing; negotiate settlements; oversee website communication; interact with outside agencies as required, including telephone communications representatives, music/message on hold companies, etc; provide on call coverage; establish, create and input necessary date in Smartsheets, as well as assisting in the training of the use of Smartsheets or any new technology provided; and other duties necessary to accomplish the mission, vision and values of our organization.

The preferred candidate will possess the following minimum competencies:  3-5 years in a supervisory capacity in a customer service environment or related field or 5 years of experience in customer service; strong organizational skills with clear attention to detail and demonstrated ability to communicate with all levels of personnel;  the ability to plan proactively, meet deadlines and handle stressful situations; the ability to work independently, as well as in a team; demonstrate flexibility and the ability to prioritize, have sold demonstrated computer skills, including Microsoft Office products; and the ability to sit for prolonged periods, due to frequent use of computer and telephone equipment.  A high school diploma or its equivalent is required.

Applicants should send a cover letter and resume, including salary requirements by December 21, 2018 to:

Employee Relations, Learning and Growth

REGIONAL WATER AUTHORITY

90 Sargent Drive

New Haven, CT 06511

hr@rwater.com

AA/EO Employer

M/F/H/v

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