Service Appointment Coordinator (BDC)

Service Appointment Coordinator
Service Department Harr Motor Group

About the Role

As a Service Appointment Coordinator youll 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 Harrs 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 Were 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
• $45000-$68000 depending on performance and experience