Responsibilities & Essential Functions
- Handle inbound and outbound customer interactions professionally and efficiently.
- Provide accurate information, resolve issues, and ensure customer satisfaction in compliance with company policy and procedure.
- Navigate multiple computer systems and platforms simultaneously to access and update customer information.
- Document all customer interactions clearly and accurately in appropriate systems.
- Maintain a high level of product and service knowledge to assist North American customers effectively.
- Adhere to performance metrics including call quality, response time, and customer satisfaction scores.
- Escalate complex issues to appropriate departments when necessary.
Required Job Skills & Qualifications
- Strong command of spoken and written English, with the ability to understand and response to North America customer queries effectively.
Technical Skills
- Advanced computer literacy and ability to navigate multiple platforms and applications.
- Familiarity with call center software and systems.
Customer Service Experience
- Strong problem-solving and conflict-resolution skills.
- Ability to manage high-volume calls while maintaining quality standards.
- Prior experience working North American business hours.
Soft Skills
- Excellent communication and interpersonal skills (empathy, building rapport, active listening, and call control).
- Ability to adapt to and carry forward conversations with customers related to automotive service needs.
- Ability to work under pressure and adapt to changing priorities.
Preferred Skills & Qualifications
- Minimum 1 year of experience in a customer service call center environment serving North American customers. (2 years experience preferred.)
- Bachelor's degree or equivalent (Advanced degree preferred).
- Strong attention to detail.
- Advanced computer proficiency and strong platform navigation skills.
Physical Requirements
- On-site CDK Global Office
- Required to work North American business hours, including weekends or holidays when needed.
- Operate Computer Hardware and Other Office Equipment: Constantly
- Repetitive Motion: Frequently
- Position and Move Items: N/A
- Physical Demands: N/A
- Remain in a Stationary Position: Frequently
- Move About: N/A
- Adjust Posture for Movement: N/A
- Ascend and Descend: N/A
- Observe or Inspect Details: Occasionally
- Communicate Information and Ideas so that Others will Understand: Frequently
- Exposure to Outdoor Weather Conditions: N/A
- Detects Auditory Cues: Frequently
- Exposure to Confined Spaces: N/A
- Operate a Vehicle Safely: N/A
- Ability to Navigate Airports, Transportation, and/or Other Travel Related Tasks: N/A
The employee must be able to perform the essential functions of the position satisfactorily and, if requested, reasonable accommodations will be made to enable employees with disabilities to perform the essential functions of their job, absent undue hardship.
CDK retains the right to change or assign other duties to this position as needed.
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.
