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Critical Situation Leader

CDK

Norwood, Ohio(remote)

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JOB DETAILS
LOCATION
Norwood, Ohio
POSTED
8 days ago
Remote Position - USA

About US

CDK Global is a leading provider of cloud-based software to dealerships and Original Equipment Manufacturers ("OEMs") across automotive and related industries. The Company's cloud-based, software as a service ("SaaS") platform enables dealerships to manage their end-to-end business operations including the acquisition, sale, financing, insuring, repair, and maintenance of vehicles. By automating and streamlining critical workflows, the integrated platform of modern solutions enables dealers to sell and service more vehicles by creating simple and convenient experiences for customers and improves their financial and operational performance. Visit www.cdkglobal.com

At CDK Global, we are focused on connections that allow us to deliver world-class software, support, and data insights. Our values define who we are and how we show up for each other, our customers, and our communities. Our values: Stay Curious, Own It, Be Open, Create Possibilities

Position Summary

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.

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 Custo

    CDK Global is committed to fair and equitable compensation practices. Compensation packages are based on several factors, including but not limited to skills, experience, certifications, and work location. The total compensation package for this position may also include annual performance bonus, benefits and/or other applicable incentive compensation plans. We offer Medical, dental, and vision benefits in addition to:

    • Paid Time Off (PTO)
    • 401K Matching Program
    • Tuition Reimbursement

    At 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.

About the Company

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CDK