Service Appointment Coordinator (BDC)

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

Benefits offered by this job

Paid time off

Paid training

Health benefits

Childcare reimbursement

Sign-on bonus after 90 days

Career growth path

Job summary

Harr Motor Group is seeking a Service Appointment Coordinator to be the first point of contact for customers scheduling maintenance and repairs in Worcester, MA. This role handles calls, texts, and emails to book, confirm, and manage appointments in an office setting.

You will log interactions in the CRM, coordinate with service advisors and technicians, and strive to meet weekly appointment targets while providing excellent customer service.

Qualifications

• Strong phone and communication skills in a fast-paced environment.
• Experience in customer service, call center, or automotive service is preferred.
• Proficient with CRM systems and basic computer tasks.
• Detail-oriented with solid time-management and organizational abilities.

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

Skills

Phone etiquette

Communication

Scheduling

CRM proficiency

Time management

Customer service

Detail oriented

Reliability

Tools

DealerMine/Tekion CRM

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