Customer Success Specialist – Fixed Operations
CDK Global
full-time
Posted on:
Location Type: Hybrid
Location: Hoffman Estates • Illinois • Ohio • United States
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Salary
💰 $65,500 - $82,000 per year
About the role
- Develops a productive working relationship with CSM team, partnering successfully to deliver best-in-class customer service to low touch clients.
- Partners with client's dedicated CSM to provide product-specific expertise in an effort to grow CDK product adoption.
- Discuss and demonstrate CDK product functionality and industry insights at a basic level, specifically Fixed Operations.
- Provide customers with guidance, helping help them to achieve basic industry standards
- Follow established parts and service application utilization benchmarks that are achievable & guide customers on best practices to meet those benchmarks
- Complete client training, consultation, operational adjustment or best practice requests to drive additional value and utilization for CDK clients
- Escalate blockers to Customer Care, ensuring client is able to achieve visible value and utilization
- Utilize opportunities to continue growth and knowledge base on the CDK suite of products.
- Utilize training resources and provide reference documentation to customer
- Participate in digital success webinars to customers
- Ensure a high level of consistent documentation of dealer engagements relating to improved performance as a result of targeted training, new product expansion, and issue resolution
- Seeks and listens to feedback. Demonstrates a positive outlook on work. Provides recognition to peers.
Requirements
- Minimum of 3 years of retail automotive experience required.
- High sense of urgency.
- Handles high stress interactions and situations and is able to de-escalate appropriately using empathy
- Extensive experience in dealers fixed operations processes and workflows.
- Ability to work and influence both internal and external stakeholders
- Ability to work as a team member with limited supervision
- Outstanding customer service skills
- Organization and prioritizations skills
- Time management and completion of tasks to a definite deadline
- Strong communication skills with peers as well as clients, both oral as well as written.
- Effective at engaging and articulating value with emphasis on promoting adoption and expansion
- Good relationship and collaboration skills to engage senior and executive level dealership associates.
- Ability to travel up to 50% to 75%.
Benefits
- Medical, dental, and vision benefits
- Paid Time Off (PTO)
- 401K Matching Program
- Tuition Reimbursement
Applicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard Skills & Tools
CDK product functionalityfixed operations processescustomer serviceclient trainingoperational adjustmentbest practicesdocumentationdigital success webinarsproduct adoptionutilization benchmarks
Soft Skills
high sense of urgencyempathyteamworkorganizationprioritizationtime managementstrong communicationrelationship buildingcollaborationfeedback responsiveness