Supervisor, Account Advocate

CDK Global Detroit , MI 48226

Posted 11 months ago

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.

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 management and professional guidance to team through one-on-one meetings; regular team meetings; development of quarterly and annual performance goals & objectives; documenting and delivering timely performance feedback

  • Portrays a professional persona with internal and external clients

  • 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

  • Proactively identify opportunities to improve performance and efficiencies and work cross-departmentally to impact desired change

  • Gather, analyze, and organize complex information, conduct comparative analyses, make recommendations supported by identified facts, and present clear recommendations

  • 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

  • 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:

  • Bachelor's degree or related experience preferred

  • 3-5 years in a fast paced inbound support environment required

  • Management or Supervisor experience required

  • Knowledge of Salesforce or equivalent

  • Highly self-motivated and directed

  • Keen attention to detail

  • Proven analytical and problem-solving abilities

  • Experience developing, implementing and gauging the success of new processes from the ground up

  • Ability to effectively prioritize and execute tasks in a high-pressure environment

  • Experience working in a team-oriented collaborative environment.

  • Must be able to work Tuesday through Saturday and be available from 7 a.m.

  • 10 p.m. eastern standard time.

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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Supervisor, Account Advocate

CDK Global