Supervisor, Customer Care
CDK

Job Info

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Key job duties:

Manage customer escalations to completion and drive root cause analysis and solutions
Responsible for team and individual training, and communication of updates to all staff
Assist in interview and hiring decisions
Manage projects as assigned
Takes the unpopular stand to challenge the status quo, but support the unified decision of the management team, even if initially against it.
Provide timely and effective communication
Portrays a professional persona with internal and external clients
Provides regular associate career and job coaching and is responsible for writing associates annual appraisals
Performs quality reviews
Manages to metrics and takes actions based on results
Facilitates the acceptance of change in the workplace
Supports professional growth for all associates
Assist in maintaining high level customer satisfaction through daily review and follow-up on surveys
Interacts with peers on projects that may have an impact on the Technical Support department
Act as the manager on call for rotating weekend support shifts

Knowledge Areas:

Experience with desktop operating systems including Windows ( Microsoft Office Word, Excel, Outlook, PowerPoint)
Basic understanding of computer systems and internet connectivity
Exceptionally strong customer handling, conflict resolution, and problem solving skills; focus on quality in customer experience
Exceptional written and oral communication skills.
Exceptional interpersonal skills, with a focus on rapport-building, listening, and questioning skills.
Strong documentation skills
Ability to work weekends and/or evenings
Basic knowledge of digital marketing and website optimization strategies
Basic understanding of automotive industry
Background in automotive industry, sales, and/or digital advertising a plus

Qualifications / Requirements:

Technical support experience preferred.
Bachelor's degree or equivalent work experience
Highly self-motivated and directed
Keen attention to detail
Proven analytical and problem-solving abilities
Ability to effectively prioritize and execute tasks in a high-pressure environment
Experience working in a team-oriented collaborative environment
PMP preferred

CDK Global is committed to fair and equitable compensation practices. Compensation packages are based on several factors, including but not limited to skills, experience, certifications, and work location. The total compensation package for this position may also include annual performance bonus, benefits and/or other applicable incentive compensation plans.We offer Medical, dental, and vision benefits in addition to:

• Paid Time Off (PTO)
  
• 401K Matching Program
  
• Tuition Reimbursement
  

At CDK, we believe inclusion and diversity are essential in inspiring meaningful connections to our people, customers and communities. We are open, curious and encourage different views, so that everyone can be their best selves and make an impact.

CDK is an Equal Opportunity Employer committed to creating an inclusive workforce where everyone is valued. Qualified applicants will receive consideration for employment without regard to race, color, creed, ancestry, national origin, gender, sexual orientation, gender identity, gender expression, marital status, creed or religion, age, disability (including pregnancy), results of genetic testing, service in the military, veteran status or any other category protected by law.

Applicants for employment in the US must be authorized to work in the US. CDK may offer employer visa sponsorship to applicants.

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