Service Appointment Coordinator | Fast-Paced Scheduling

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

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.