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.

icon no score

See how you match
to the job

Find your dream job anywhere
with the LiveCareer app.
Mobile App Icon
Download the
LiveCareer app and find
your dream job anywhere
App Store Icon Google Play Icon

Boost your job search productivity with our
free Chrome Extension!

lc_apply_tool GET EXTENSION

Similar Jobs

Want to see jobs matched to your resume? Upload One Now! Remove
Senior Customer Advocate Field Operations


Posted 1 week ago

VIEW JOBS 2/9/2020 12:00:00 AM 2020-05-09T00:00 ABOUT CARVANA…. At Carvana, we sell cars, but we're not salespeople. Since 2013, we've been making it our mission to change the way people buy cars. We saw a huge problem with how much it can suck to buy a car the traditional way, so we committed ourselves to tackling one of the largest, yet-to-be-disrupted markets in the world – the $1T per year U.S. car market (yes, that's $Trillion with a "T"). With the ability to search thousands of vehicles from our expansive inventory, to high-resolution 360° photographs of our vehicles' interior and exterior, to real-time financing and the ability to complete contracts without visiting the back room of a dealership, we provide a seamless, online car buying experience for consumers that can be completed from their desktop or mobile device. All our vehicles are inspected and reconditioned based on our 150-point certification checklist and come with a 7-day return policy. We also operate our own logistics network to deliver cars to customers as soon as the next day, as well as offer customer pick-up at our state-of-the-art Car Vending Machine locations (yes, you read that right). By putting customer satisfaction at the core of our business, we've built a no-pressure, no-haggle online car buying experience that save our customers time and money. For more information on Carvana, take a look at our company introduction video. WORKING AT CARVANA YOU WILL NOTICE THAT... You'll need to be a great communicator, a brand ambassador, and possess the know how to get the job done. We expect bright people, willing to roll up their sleeves, take on new assignments, and juggle many things at once. In return for your hard work, you'll have an opportunity to work at one of the fastest growing and creative technology companies around, as well as help us promote a life-changing product and develop a world-class team every day. In our down time we have ping pong and corn hole (or "bags," depending on where you're from) tournaments. However, the pace is pretty quick around here, so you'll need to be prepared to keep up. JOB DESCRIPTION The Senior Advocate will work closely with our Lot Attendants, Advocates and Market Leader to ensure that the customer experience runs smoothly and efficiently. We are looking for someone who is passionate about the customer experience, has knowledge of the Carvana customer experience process, and has a desire to help support teammates. SPECIFICALLY, YOUR RESPONSIBILITIES WILL INCLUDE: You must be prepared to serve as a Subject Matter Expert (SME) to your teammates and be a reliable resource for your Market HUB. This may include: * Delivering a uniquely special experience to each and every one of our customers. You must be ready to jump into one of our kick-ass single-car haulers to deliver cars and an exceptional experience to our customers. * Actively looking for ways to improve the overall customer and hub team experience * Being a continuous positive force within the hub, creating strong morale and spirit throughout the team * Stepping up to be a leadership resource in the hub and supporting the Market Leader in coaching and developing Advocates and Lot Attendants * Other related duties as assigned A QUALIFYING CANDIDATE MUST HAVE… This position requires an organized critical thinker that is interested in Carvana's customer experience process. Required knowledge, skills and abilities include: * A Bachelor's degree from an accredited undergraduate institution * Must have a valid Driver's License with a clean driving record for the past 5 years * 4+ years work experience in a customer facing team environment * 1+ year of leadership experience * Ability to switch gears quickly * Energy and drive to accomplish goals, meet deadlines and find solutions * Ability to diagnose and solve problems with varying complexity while maintaining a focus on customer relations * Experience coaching and motivating others * Strong customer relations skills * Willingness to work on weekends * Enthusiasm and energy to contribute to and thrive in a rapidly growing start-up atmosphere where roles continually adapt as the company evolves * Ability to pass a DOT physical, drug screen, and background check * Must have (or be able to obtain) a Notary in your local jurisdiction within the first 90 days of employment (Process will be sponsored by Carvana) * Illinois, Michigan and Louisiana employees must obtain a Chauffeur's license within the first two weeks of employment. (Process will be sponsored by Carvana.) WE'D BE THRILLED IF YOU HAD… * Experience guiding teams to exceed goals * Experience with Salesforce * Experience with strategic planning and process improvement * High influencing skills WHAT YOU CAN EXPECT IN RETURN: * Full-Time Salary Position * Medical, Dental, and Vision benefits * 401K with company match * Access to opportunities to expand your skill set and share your knowledge with others across the organization * Company culture of promotions from within, with a start-up atmosphere allowing for varied and rapid career development All applicants must pass a Department of Transportation screening process. Hiring is contingent on passing a complete background check and drug screening. Carvana is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, age, protected veteran or disabled status, or genetic information. This role is not eligible for visa sponsorship. Carvana Detroit MI

Supervisor, Account Advocate

CDK Global