Service Appointment Coordinator (BDC)

Service Appointment Coordinator Service Department | Harr Motor GroupAs 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 DetailsDepartment: 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, MAKey ResponsibilitiesHandle inbound and outbound calls, texts, and emails for service scheduling in a timely and professional mannerSchedule, confirm, and reschedule service appointments based on shop capacity and customer availabilityFollow up on missed or unconfirmed appointments to reduce no-showsCommunicate multi-point inspection findings and recommended services to customers as neededLog all customer interactions accurately in the CRM (DealerMine/Tekion)Coordinate with service advisors and technicians to ensure accurate scheduling and smooth handoffsFollow up with lapsed or uncontacted service customers according to BDC processes and cadencesMeet or exceed weekly and monthly appointment and show rate targetsMaintain professionalism and empathy when addressing customer concerns or complaintsParticipate in team meetings, training sessions, and ongoing coachingWhat We're Looking ForStrong phone presence and clear, professional communication skillsComfortable working in a fast-paced, high-volume scheduling environmentPrior customer service, call center, or automotive service experience preferredCRM or basic computer proficiencyDetail-oriented with strong organizational and time-management skillsSelf-motivated, coachable, and goal-orientedReliable and flexible with scheduling, including some weekend availabilityWhat We OfferCompetitive hourly base pay plus performance bonusesPaid time off: 1 week sick pay and 2 weeks vacationPaid training and ongoing developmentClear path for growth within the BDC and across Harr Auto GroupHealth benefits and childcare reimbursement ($100/week)Sign-on bonus: $500 after 90 days of employment$45,000-$68,000 depending on performance and experience