Customer Service Specialist

Company Description

SS&C Technologies is a global financial technology company providing software and technology-enabled solutions to investment management, banking, insurance, and other financial services organizations. SS&C helps businesses automate operations, manage complex data, improve efficiency, and make better-informed decisions. With a global workforce and diverse range of career opportunities, the company provides professionals with an environment to develop their skills and build long-term careers.

Job Description

We're looking for a dedicated and enthusiastic Customer Service Specialist to join our team in Rochester, United States. In this role, you'll be the voice of our organization, delivering exceptional support to our customers while building lasting relationships. As a Customer Service Specialist, you'll handle a variety of customer inquiries with professionalism, care, and a genuine commitment to resolution. This position offers the opportunity to make a meaningful impact by ensuring every customer interaction reflects our commitment to excellence and customer satisfaction.

• Handle incoming emails, and faxes from customers with professionalism, empathy, and enthusiasm
• Provide accurate and detailed information to customers regarding services, products, and pricing options
• Investigate and resolve customer inquiries and concerns promptly and efficiently
• Set up new customer accounts and process order entries with precision and attention to detail
• Maintain comprehensive and accurate records of all customer interactions, documenting actions taken and outcomes in the database
• Identify when escalation is necessary and transfer calls or inquiries to appropriate team members or supervisors
• Manage multiple customer requests simultaneously while maintaining composure and organizational focus
• Collaborate with team members to ensure consistent, high-quality customer service delivery
• Follow company policies and procedures while remaining flexible and adaptable to changing customer needs
• Contribute to a positive, supportive team environment through transparent communication and collaborative problem-solving

Qualifications

**Required Skills:**

• Exceptional verbal and written communication skills with the ability to articulate information clearly and professionally
• Strong active listening and empathetic approach to understanding customer needs
• Proven problem-solving abilities with a customer-focused mindset
• Excellent organizational and time management skills with the ability to prioritize effectively
• High attention to detail and accuracy in documentation and data entry
• Ability to multitask and manage multiple customer interactions in a high-volume environment
• Proficiency with computer applications including Windows, Outlook, and customer relationship management (CRM) systems
• Demonstrated ability to remain calm, patient, and resilient under pressure
• Strong conflict resolution and interpersonal skills

**Preferred Qualifications:**

• Experience working in a remote or hybrid work environment
• Familiarity with service industry best practices
• Experience with account management or order processing
• Demonstrated ability to work independently while contributing to team goals
• Background in a customer-facing role within a corporate organization

**Education:**

• High school diploma or equivalent

**Additional Attributes:**

• Flexibility and adaptability to changing priorities and customer needs
• Genuine enthusiasm for delivering outstanding customer service
• Commitment to continuous improvement and professional development
• Ability to work collaboratively with diverse teams