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Supervisor, Client Support

Date:  Jun 2, 2021
Location: 

Cincinnati, OH, US, 45212

88581

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.  


Nearest Major Market: Cincinnati

Job Segment: Outside Sales, Supply, Call Center Manager, Call Center Supervisor, Customer Service, Sales, Operations

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