Service Appointment Coordinator (BDC)

Harr Toyota; Worcester (MA); On-site; USD 45,000 - 68,000; Full time

Benefits offered by this job

Bonuses

Paid time off

Paid training

Growth opportunities

Health benefits

Sign-on bonus

Job summary

Harr Motor Group in Worcester, MA is seeking a Service Appointment Coordinator to be the first contact for customers scheduling maintenance and repairs. You will manage inbound and outbound calls, texts, and emails to book and confirm appointments, keeping the service drive running smoothly.

This office-based role reports to the BDC Manager and offers an hourly base plus performance incentives, with some weekend availability and opportunities for growth within the BDC and Harr Auto Group.

Qualifications

• Strong phone presence and clear, professional communication skills
• Comfortable working in a fast-paced, high-volume scheduling environment
• Prior customer service, call center, or automotive service experience preferred
• CRM or basic computer proficiency
• Detail-oriented with strong organizational and time-management skills
• Self-motivated, coachable, and goal-oriented
• Reliable and flexible with scheduling, including some weekend availability

Responsibilities

• Handle inbound and outbound calls, texts, and emails for service scheduling in a timely and professional manner
• Schedule, confirm, and reschedule service appointments based on shop capacity and customer availability
• Follow up on missed or unconfirmed appointments to reduce no-shows
• Communicate multi-point inspection findings and recommended services to customers as needed
• Log all customer interactions accurately in the CRM (DealerMine/Tekion)
• Coordinate with service advisors and technicians to ensure accurate scheduling and smooth handoffs
• Follow up with lapsed or uncontacted service customers according to BDC processes and cadences
• Meet or exceed weekly and monthly appointment and show rate targets
• Maintain professionalism and empathy when addressing customer concerns or complaints
• Participate in team meetings, training sessions, and ongoing coaching

Job description

Service Appointment Coordinator
Service Department | Harr Motor Group

About the Role

As a Service Appointment Coordinator, you'll be the first point of contact for customers scheduling maintenance and repair visits — handling inbound and outbound calls, texts, and emails to book, confirm, and manage service appointments. This is an office environment, phone-forward role that keeps our service drive running smoothly and reflects Harr's standard of excellence.

Position Details
Department: Business Development Center (BDC)
Reports To: BDC Manager / Service BDC Supervisor
Schedule: Full-time | Rotating schedule including some weekends
Compensation: Hourly base + performance-based incentives
Location: Worcester, MA

Key Responsibilities

• Handle inbound and outbound calls, texts, and emails for service scheduling in a timely and professional manner
• Schedule, confirm, and reschedule service appointments based on shop capacity and customer availability
• Follow up on missed or unconfirmed appointments to reduce no-shows
• Communicate multi-point inspection findings and recommended services to customers as needed
• Log all customer interactions accurately in the CRM (DealerMine/Tekion)
• Coordinate with service advisors and technicians to ensure accurate scheduling and smooth handoffs
• Follow up with lapsed or uncontacted service customers according to BDC processes and cadences
• Meet or exceed weekly and monthly appointment and show rate targets
• Maintain professionalism and empathy when addressing customer concerns or complaints
• Participate in team meetings, training sessions, and ongoing coaching

What We're Looking For

• Strong phone presence and clear, professional communication skills
• Comfortable working in a fast-paced, high-volume scheduling environment
• Prior customer service, call center, or automotive service experience preferred
• CRM or basic computer proficiency
• Detail-oriented with strong organizational and time-management skills
• Self-motivated, coachable, and goal-oriented
• Reliable and flexible with scheduling, including some weekend availability

What We Offer

• Competitive hourly base pay plus performance bonuses
• Paid time off: 1 week sick pay and 2 weeks vacation
• Paid training and ongoing development
• Clear path for growth within the BDC and across Harr Auto Group
• Health benefits and childcare reimbursement ($100/week)
• Sign-on bonus: $500 after 90 days of employment
• $45,000-$68,000 depending on performance and experience