Remote Position - USA

Responsibilities

Case Management: 

• 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. 

Outage Impacted (Unable to sell cars, parts or service):  

• Engagement in outage bridges including weekends 

• Define what requires additional communication.  

• Building and distributing customer facing communication.  

• Define the audience on impacted customers.  

Qualifications

• 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. 

Preferred Qualifications

• Project management skills. 

• Proficient in using SalesForce 

• 5+ Years of retail automotive experience preferred. 

Salary Range: $65,500 - $75,000