Supervisor, Technical Client Service
- Full Time
Dealertrack, a Cox Automotive Brand, is currently looking for a Client Services Supervisor to join our Client services team in Groton, CT for the Monday – Friday 10 am- 7 pm shift.
Dealertrack's teams are comprised of versatile, hardworking, and creative thinkers with diverse skill sets who can adapt to the rapid changes in the automotive and technology industries. Our professionals are committed to changing the way people shop for and purchase vehicles through our connected digital software solutions.
The Client Services Supervisor supports and leads a designated group of team members. The responsibilities include call volume management, performance reviews, training, reporting and analysis. Lead the team members to meet and exceed personal goals, motivate the teams to provide superior service to Dealertrack Clients, and to provide the necessary support to ensure each team member’s success.
Responsible for supervising the day to day activities of the Client Services Team.
Monitors the inbound call volume and assigns Client Services Representatives to effectively handle the call load.
Design and create reports to track team member performance, to track ongoing progress towards specified goals.
Review performance with team members and discuss obstacles and challenges they face.
Work with the Client Services Manager to design and implement training programs for new team members and ongoing training programs.
Manage special projects as assigned by the Client Services Manager. Work with Product Managers and other Department Leaders on updates, system changes, and new products.
Responsible for monitoring Salesforce escalation queues and reviewing open cases.
Responsible for payroll and timecard review, PTO requests, and staffing requirements for specified teams
Occasional travel to our Sacramento, CA office will be necessary approx. once per quarter
Qualifications:EDUCATION REQUIRED: High School diploma or GED
3 + year’s experience supervising others or in a lead position
Demonstrate high degree of efficiency, organization and motivation in work habits.
Necessary technical skills include, but are not limited to, a knowledgeable background in troubleshooting PC software and hardware issues, proficient with Microsoft Office applications and Salesforce CRM.
Maintain a professional image so that the Client Services Department can continue to maintain a partnership with the business leaders and other functional groups of Dealertrack
Associates Degree, technical school diploma, or equivalent experience.
- Strong management skills and solution drive results that enable best practices and optimal performance of individuals and the team
- Proven track record of leading motivating, developing and coaching employees; building a high-performance team with demonstrated success and developing and retaining high performing employees
- Must be able to handle multiple, competing priorities and deliver results in a fast-paced environment
- Strong problem-solving skills and the ability to exercise sound judgment
- Excellent communication skills (verbal and written), with strong interpersonal skills and strong attention to detail is essential
- Strong computer skills and proficiency in MS Outlook, Word, Excel, Adobe, Visio and the Internet
- Proven ability to organize and prioritize daily work and complete projects with limited supervision
- Have requisite skills to support the specialty area to which the individual is assigned
Dealertrack, a Cox Automotive Brand, is building a connected suite of software solutions and services to help automotive dealers thrive in today's digital retailing environment. From digital marketing to credit applications and financing, our integrated approach is making buying, selling and shopping for a car more efficient and enjoyable for everyone involved.
About Cox Automotive
Cox Automotive Inc. makes buying, selling and owning cars easier for everyone, while also enabling mobility services. The global company’s 34,000-plus team members and family of brands, including Autotrader®, Clutch Technologies, Dealer.com®, Dealertrack®, Kelley Blue Book®, Manheim®, NextGear Capital®, VinSolutions®, vAuto® and Xtime®, are passionate about helping millions of car shoppers, tens of thousands of auto dealer clients across five continents and many others throughout the automotive industry thrive for generations to come. Cox Automotive is a subsidiary of Cox Enterprises Inc., a privately-owned, Atlanta-based company with revenues exceeding $20 billion. www.coxautoinc.com
Cox is an Equal Employment Opportunity employer - All qualified applicants/employees will receive consideration for employment without regard to that individual’s age, race, color, religion or creed, national origin or ancestry, sex (including pregnancy), sexual orientation, gender, gender identity, physical or mental disability, veteran status, genetic information, ethnicity, citizenship, or any other characteristic protected by law.
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