Service Appointment Coordinator (BDC)

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

Benefits offered by this job

Health benefits

Childcare reimbursement

Sign-on bonus

Paid time off

Paid training

Job summary

Harr Toyota in Worcester, MA is seeking a Service Appointment Coordinator to be the first point of contact for customers scheduling maintenance and repairs. This full-time role handles calls, texts, and emails to book and manage service appointments in a fast-paced office environment.

You will coordinate with service advisors and technicians to ensure smooth scheduling, while maintaining CRM records and following BDC processes.

Qualifications

• Strong phone presence and professional communication.
• Experience in high-volume scheduling or call center environments preferred.
• Experience in automotive service or service department is a plus.
• CRM or basic computer proficiency required.

Responsibilities

• Handle inbound and outbound calls, texts, and emails for service scheduling.
• Schedule, confirm, and reschedule service appointments based on shop capacity.
• Follow up on missed or unconfirmed appointments to reduce no-shows.
• Explain multi-point inspection findings and recommended services to customers as needed.
• Log all customer interactions in the CRM (DealerMine/Tekion).
• Coordinate with service advisors and technicians to ensure accurate scheduling.
• Follow up with lapsed customers according to BDC processes and cadences.
• Meet or exceed weekly and monthly appointment targets.
• Maintain professionalism and address customer concerns with empathy.

Skills

Phone skills

Customer service

CRM experience

Detail-oriented

Time management

Weekend availability

Tools

CRM system

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