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Supervisor, Client Services - Salt Lake City 1

Salt Lake City, UT, US, 84116

68281

Power the Possibilities
The CDK Global technology team is looking for collaborative innovators who are passionate about making their mark on emerging enterprise software products. We’re building and developing cloud technology for the automotive retail industry
that will change the landscape for automotive dealers, original equipment manufacturers (OEMs) and the customers they serve.

Be Part of Something Bigger
Each year, more than three percent of the U.S. gross domestic product (GDP) is attributed to the auto industry, which flows through our customer, the auto dealer. It’s time you joined an evolving marketplace where research and development
investment is measured in the tens of billions. It’s time you were a part of something bigger.

We’re expanding our workforce – engineers, architects, developers and more – onboarding early adopters who can optimize, pivot and keep pace with ever-evolving development roadmaps and applications.

Join Our Team
Growth potential, flexibility and material impact on the success and quality of a next-gen, enterprise software product make CDK an excellent choice for those who thrive in challenging, fast-paced engineering environments.
The possibilities for impact are endless. We have exceptional opportunities to evolve our industry by driving change through new technology.


If you’re ready for high-impact, you’re ready for CDK.

Under limited supervision, the Client Services Supervisor oversees a team of Client Technical Analysts 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.  The Client Services Supervisor will have responsibility managing a group of CTAs directly out of training.  The primary focus of this key positon is ensure CTAs are fully supported and gain proficency in all aspects of the Scope of Support for PSS, Accounting. and/or Systems teams. The Client Services Supervisor will also be responsible for collaborating with different work groups and departments to improve customer support programs and enhance customer satisfaction

 

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 Power Sports, Marine and RV Industries preferred
  • Background in Power Sports, Marine and RV industries, sales, and/or digital advertising a plus

 

Qualifications / Requirements:

  • 2+ years supervision experience in a fast-paced inbound support environment required.
  • 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
  • Project Management Experience or Six Sigma experience strongly preferred

 

 

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.  

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