Service Agent

Job Description About Company

Carl Black Automotive Group has been in business for 32 years selling and servicing General Motors products. We currently have 5 locations. Our Georgia locations are in Kennesaw, Roswell and Hiram. We also have locations in Nashville, TN and Orlando, FL. This is a privately owned business.

The Service Agent role within the Business Development Center is pivotal in managing and enhancing customer interactions within the automotive sales and service environment. This position focuses on effectively communicating with potential and existing customers to schedule service appointments, follow up on inquiries, and provide exceptional support that drives customer satisfaction and retention. The role requires a proactive approach to managing inbound and outbound communications, ensuring that all customer needs are addressed promptly and professionally.

Success in this position directly contributes to the dealership's operational efficiency and revenue growth by maximizing service department utilization. Ultimately, the BDC Service professional acts as a critical liaison between customers and service teams, fostering long-term relationships and promoting a positive brand experience.

• High school diploma or equivalent.
• Proven experience in customer service or call center environments, preferably within the automotive industry.
• Strong communication skills, both verbal and written.
• Basic computer proficiency, including experience with CRM software and Microsoft Office applications.
• Ability to multitask and manage time effectively in a fast-paced environment.

• Experience specifically in a BDC (Business Development Center) or automotive service department role.
• Familiarity with automotive service processes and terminology.
• Proficiency with dealership management systems (DMS) and advanced CRM platforms.
• Additional training or certification in customer relationship management or sales.
• Bilingual abilities to support a diverse customer base.

• Respond promptly and professionally to inbound customer inquiries via phone, email, and other communication channels.
• Schedule and confirm service appointments, ensuring optimal utilization of service department resources.
• Conduct outbound calls to follow up with customers regarding service reminders, promotions, and satisfaction surveys.
• Maintain accurate and detailed records of customer interactions and service appointments in the CRM system.
• Collaborate closely with service advisors and technicians to communicate customer needs and ensure seamless service delivery.

In this role, strong communication skills are essential for engaging with customers clearly and empathetically, ensuring their needs are understood and met. Organizational skills are used daily to manage appointment schedules and maintain accurate records, which helps optimize service department efficiency. Proficiency with CRM and dealership management software enables the BDC Service professional to track customer interactions and follow up effectively, enhancing customer satisfaction and retention.

Problem-solving skills are applied when addressing customer concerns or scheduling conflicts, ensuring a smooth service experience. Additionally, teamwork and collaboration skills are important for coordinating with service advisors and technicians to deliver seamless service and uphold the dealership’s reputation.

• Hourly Pay PLUS monthly commission based on performance
• Flexible Schedule
• Paid Vacation
• Medical, Dental, Vision, & other benefits available
• Life Insurance
• 401K

Monday-Saturday | Closed Sundays
40 Hours/Week (Includes 1-Hour Break)
Typical

Shifts:

08:00AM - 05:00PM
09:00AM - 6:00PM