About CDK Global, Inc CDK Global (NASDAQ:CDK) is a leading provider of integrated data and technology solutions to the automotive, heavy truck, recreation and heavy equipment industries. Focused on enabling end-to-end, omnichannel retail commerce through open, agnostic technology, CDK Global provides solutions to dealers and original equipment manufacturers, serving nearly 15,000 retail locations in North America. CDK solutions connect people with technology by automating and integrating all parts of the dealership and buying process, including the acquisition, sales, financing, insuring, parts supply, repair and maintenance of vehicles. Visit cdkglobal.com. Under limited supervision, the Customer Care Supervisor, Core Applications oversees a team of frontline employees who provide direct support to the CDK customers using our systems. This role will manage customer escalations to timely completion and assist in root cause analysis and solutions. They will ensure appropriate scheduling and proactive planning to ensure appropriate coverage. Conduct scheduled team meetings and individual one-on-one with employees. Responsible for team and individual training and development to ensure core competencies are achieved. Interact effectively with peers to ensure Technical Support is represented for new product rollouts, and other key initiatives. Work toward the good of the entire team through continuous communication and involvement and by integrating projects and activities.
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:
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
Qualifications / Requirements:
Bachelor's degree or equivalent work experience
Management experience - 2+ years in a call center or tech support environment
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
CDK Global knows you have passions outside of work. You have family, friends, sporting events, and lots of things going on. That's why we offer a comprehensive benefits package to not only take care of you but your family as well. All of our benefits are effective the first day of employment including 401K matching, paid time off to re-energize, donate your time to volunteer in your community, and tuition reimbursement to name a few. At CDK, we pride ourselves on having a diverse workforce. We value and celebrate the uniqueness of individuals and the different perspectives they provide. We offer equal opportunity employment regardless of race, color, religion, gender, gender identity or expression, sexual orientation, national origin, genetics, disability status, age, marital status, or protected veteran status.
