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