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Customer Service Team Lead

Valdosta, GA, US, 31602


Accelerate Your Career

Drive global technology


With more than $2 billion in revenues, CDK Global is a leading global provider of integrated information technology and digital marketing solutions to the automotive retail and adjacent industries. Focused on enabling end-to-end automotive commerce, CDK provides solutions to dealers in more than 100 countries around the world, serving approximately 28,000 retail locations and most automotive manufacturers.   CDK Global solutions automate and integrate critical processes from pre-sale targeted advertising to the sale, financing, insurance, parts supply, repair and maintenance of vehicles, with an increasing focus on utilizing data analytics and predictive intelligence.   


We’re large enough to make a difference but small enough for your voice to be heard. This means that we are an organization where every person matters. You can make an impact on the success of our business and that of our customers regardless of what career you decide to pursue.


From data scientists to sales and client service experts, we’re hiring to support your growth and ours - Green light your career.  

As a Customer Experience Team Leader (CXC Team Leader) at CDK Global you are expected to uphold the standards of the company and be a role model and mentor to all of the Customer Service Representatives (“the CSR’s”).    CXC Team Leaders must professionally represent the company which means hygiene, appearance, attendance, attitude and eagerness to strive to be the best.  CXC Team Leaders have responsibility for any and all cancellations associated with their assigned campaign.  As a CXC Team Leader it is imperative to provide a positive atmosphere to motivate a team of agents to give 100% effort on each call and boost overall morale throughout the vBDC.  In addition, you must consistently enforce all policies and procedures at all times.



Job Responsibilities:


  • Must be able to perform all duties and tasks of a CSR and be able to fill in as needed
  • Improve call quality of every agent on team
  • Ensure that all call guidelines are being followed on every call
  • Administer different forms of coaching, including role play, self-discovery, demonstration, one on one feedback and structured exercises
  • Review CSR comments daily to make sure relevant information is being passed on to the client during both, down time and when covering the floor
  • Conduct real time coaching on the floor, using Weekly Assessment Form and other tools that are provided to identify training opportunities and CSR’s ready to move up to the next campaign
  • Monitor CSR’s through recorded calls using the Quality Assessment forms to identify trends and assist in coming up with solutions to these trends
  • Provide appropriate floor coverage by communicating with teammates, as well as Operations Manager or the Operations Manager on duty
  • Provide a daily summary of work completed, issues on floor, etc. to Operation Manager at end of shift
  • Resolve any computer or equipment issues as they arise on the floor, including when the dialer goes down (If dialer goes down conduct team / group coaching sessions on floor)
  • Hold all CSR’s accountable for their actions on the floor:
    • Posture in chair
    • Talking over or around cubicles to peers (Talking should be minimal on floor between agents)
    • Sending calls promptly when finished
    • Monitoring non-productive time (no calls in buffer, sitting in not ready or wrap, etc.)
    • No non-work-related materials allowed in work area (school books, magazines, cell phones, etc.)
  • Always conduct yourself in a professional manner
  • Accountable for achieving established metrics for assigned campaigns
  • Assist agents in setting daily, weekly and monthly goals
  • Communicate with Operations Manager to identifying challenging campaigns and conduct a contest on the floor to keep employees focused, motivated and engaged
  • Assist with seating issues during major shift changes
  • Promptly attend weekly Team Leader and Calibration meetings (Be early)
  • Keep work area environment clean and empty trash cans at the end of shift


Required Skills:   

  • Accurately recognize training needs and have the ability to relay information in a clear manner
  • Ability to effectively coach based on different learning behaviors
  • Ability to effectively communicate in a one on one and team environment
  • Effective time management and multitasking ability
  • Strong verbal and written communication skills
  • Self-Discipline and patience
  • Efficient in Microsoft office


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: Valdosta

Job Segment: Outside Sales, Supply, Advertising, Customer Service, Sales, Marketing, Operations

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