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