Service Appointment Coordinator (BDC)

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