Note: The job is a remote job and is open to candidates in USA. CDK Global is a leading provider of cloud-based software to dealerships and OEMs in the automotive industry. The Critical Situation Leader will coordinate communication to customers impacted by significant outages and manage case escalations to ensure successful resolutions.
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
Skills
- 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
- Project management skills
- Proficient in using SalesForce
- 5+ Years of retail automotive experience preferred
Benefits
- Medical, dental, and vision benefits
- Paid Time Off (PTO)
- 401K Matching Program
- Tuition Reimbursement
Company Overview
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