Service Appointment Coordinator (BDC)

Harr Motor Group•Worcester, MA

6d•Onsite

About The Position

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.

Requirements

Strong phone presence and clear, professional communication skills
Comfortable working in a fast-paced, high-volume scheduling environment
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

Nice To Haves

Prior customer service, call center, or automotive service experience preferred

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