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Supervisor Support - Client Services

Company: CDK Global
Location: Cincinnati
Posted on: January 16, 2022

Job Description:

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.Key job duties:Manage customer escalations to completion and drive root cause analysis and solutionsResponsible for team and individual training, and communication of updates to all staffAssist in interview and hiring decisionsManage projects as assignedTakes 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 communicationPortrays a professional persona with internal and external clientsProvides regular associate career and job coaching and is responsible for writing associates annual appraisalsPerforms quality reviewsManages to metrics and takes actions based on resultsFacilitates the acceptance of change in the workplaceSupports professional growth for all associatesAssist in maintaining high level customer satisfaction through daily review and follow-up on surveysInteracts with peers on projects that may have an impact on the Technical Support departmentAct 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 connectivityExceptionally strong customer handling, conflict resolution, and problem solving skills; focus on quality in customer experienceExceptional written and oral communication skills.Exceptional interpersonal skills, with a focus on rapport-building, listening, and questioning skills.Strong documentation skillsAbility to work weekends and/or eveningsBasic knowledge of digital marketing and website optimization strategiesBasic understanding of automotive industryBackground in automotive industry, sales, and/or digital advertising a plus -Qualifications / Requirements:Technical support experience preferred.Bachelor's degree or equivalent work experienceHighly self-motivated and directedKeen attention to detailProven analytical and problem-solving abilitiesAbility to effectively prioritize and execute tasks in a high-pressure environmentExperience working in a team-oriented collaborative environmentPMP preferredAt CDK, we believe inclusion and diversity are essential in inspiring meaningful connections to our people, customers and communities. We are open, curious and encourage different views, so that everyone can be their best selves and make an impact. CDK is an Equal Opportunity Employer committed to creating an inclusive workforce where everyone is valued. Qualified applicants will receive consideration for employment without regard to race, color, creed, ancestry, national origin, gender, sexual orientation, gender identity, gender expression, marital status, creed or religion, age, disability (including pregnancy), results of genetic testing, service in the military, veteran status or any other category protected by law.Applicants for employment in the US must be authorized to work in the US. - CDK may offer employer visa sponsorship to applicants.Job ID: 94341Job Area: Customer Service - Field SupportFunction: Technician-LeadIndustry: Software

Keywords: CDK Global, Cincinnati , Supervisor Support - Client Services, Other , Cincinnati, Ohio

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