Critical Situation Leader

CDK Global•Norwood, OH

2d•Remote

About The Position

Coordination of communication to customers impacted by significant outages or an inability to sell cars, parts and service. Also focused on requests for case escalation. Accept requests for assistance, ensure cases are managed and moving to successful completion.

Requirements

Bachelor’s degree or related CDK experience.
5+ Years of client services, marketing, or sales experience.
Excellent customer service and listening skills.
Excellent verbal and written communication skills.
Above average presentation skills.
Knowledge of all CDK products, software, and hardware.
Knowledge of CDK departments and internal processes.
Knowledge of CDK’s business strategy, operational workings of CDK, product offerings, and automotive industry.
Ability to work and influence across all levels of the dealership
Strong multi-tasking experience; multiple assignments, project issues
Strong collaboration and human resource development skills.
Ability to analyze situations and determine a course of action and comprehend dealer issues.
A solution-oriented, strategic thinking, and high-judgment leader
Saturday work required.
Must be able to work some weekends.

Nice To Haves

Project management skills.
Proficient in using SalesForce
5+ Years of retail automotive experience preferred.

Responsibilities

Manage case escalations brought up by the customer or internal CDK staff
Work with Care application teams, assessing priority of escalations and ensuring a successful conclusion
Engage all departments (Sales, R&D, Product) in critical issue resolution plans as needed.
Partner with Sales, and Fulfillment with the end goal of making our dealers promoters of CDK.
Utilize Vision/Salesforce application to manage open cases and subcases owned.
Clear understanding of CDK’s business direction and willingness to approach any task for an overall outlook.
Participate in CDK internal conference calls to represent customer interests and communicate action plans as needed.
Serve as point person to dealers to help facilitate and coordinate across all CDK departments relating to case resolution.
Participate in customer meetings remotely and on-site, representing support initiatives and current plans.
Identify opportunities and initiate training plans for dealership staff
Host weekly calls to review case activity and issues related to Customer Care.
Regular case review to customers requiring extra focus. Ensure movement and assignment.
Assess dealership risk factors and identify risk mitigation strategies to ensure the continued success of CDK applications and new layered application opportunities.
Regular reporting of escalation activity.
Identify opportunities for improvement.
Engagement in outage bridges including weekends
Define what requires additional communication.
Building and distributing customer facing communication.
Define the audience on impacted customers.