Library Supervisor

Job Description

Hybrid role 3X a week in office in Elk Grove, CA; no remote capabilities

ALLDATA is the industry's #1 choice for unedited OEM automotive repair and collision information.

Founded in 1986, the Elk Grove, California-based company has more than 115,000 subscribers worldwide who rely on us for access to the OEM-accurate information and procedures they need for safe and accurate repairs.

More than 400,000 technicians trust ALLDATA's industry-leading software solutions for faster diagnostics, updated OEM information covering 95% of vehicles on the road today, and simpler shop management.

With the support of our parent company, AutoZone, we are an employer of choice for those who are passionate about working for a leader in the automotive software industry.

Position Summary:

This position will supervise a team, including one or more of the following: Library Research Specialist 1, Library Research Specialist 2.

Ensures cost-effective and timely customer solutions through hiring, discipline, planning and scheduling.

Works to improve the organizations productivity and increase revenue through improved customer satisfaction, process improvement, retention and reduced support costs.

Position Responsibilities- Other duties may be assigned:


* Represent the AutoZone culture.

Demonstrates our core values to our teams and our customers.


* Monitor and analyze individual performance, identify and provide needed training and/or changes in operating procedures.

Provide technical assistance for all members of the workgroup.


* Document and administer disciplinary actions, mid-year and annual performance evaluations.


* Approve time-off requests, review and approve time sheets.


* Answer escalated (Level 2) calls and make outbound calls to investigate customer complaints or issues and find solutions to satisfy our customers' needs.

Research information requests to provide customers with information that is not in our ALLDATA database.


* Research information requests to identify navigation issues and/or frequently requested information and work with the appropriate departments to address those issues.


* Communicate the current department and group strategies, goals and accomplishments to team members, other groups and departments.


* Collaborate with other departments to identify means of improving internal application and improve efficiencies.


* Supports the Sales team by providing a valuable source of education as it relates to the value of our products and services for our prospective and current customers.


* Participates and supports cross functional teams when necessary to support internal and external customers and company objectives.


* Analyze processes and capabilities, propose and implement procedural and technological enhancements to improve department accuracy and operating efficiency.


* This position has direct reports.

Position Requirements:


* Specialized or vocational ed...