AAA Western and Central New York

Call Center Representative

• Demonstrate proficiency across all skilled call types, including membership services, ERS-related inquiries, and other applicable product offerings.
• Follow established call handling procedures, workflows, and system navigation standards on every interaction to ensure accuracy, compliance, and consistency.
• Utilize available resources and tools to effectively resolve member inquiries in a timely manner.
• Maintain minimal reported errors by adhering to required processes, documentation standards, and verification steps.
• Adapt efficiently to changes in call volume, call complexity, and system enhancements while maintaining quality performance.
• Consistently meet or exceed department standards related to schedule adherence, call availability, training participation, and overall productivity.
• Accurately manage break, lunch, and training times to ensure readiness to handle calls as scheduled.
• Follow all policies and procedures related to appropriate use of off queue and activity codes, timely return to queue after breaks or auxiliary activities, and call off notifications, PTO requests, and attendance expectations.
• Demonstrate accountability for time management and availability to support member demand.
• Educate members on AAA membership benefits, products, and services through needs-based conversations that add value to the interaction.
• Identify opportunities to promote additional AAA offerings, upgrades, or enhancements aligned with member needs.
• Confidently explain pricing, features, and benefits to overcome objections and drive informed purchasing decisions.
• Close sales effectively and consistently meet or exceed outlined departmental Sales per Call goals.
• Inform members of the benefits and convenience of automatic renewal through Convenience Billing to support member retention and uninterrupted service.
• Clearly explain billing options, enrollment steps, and account management details.
• Ensure billing discussions are accurate, transparent, and compliant with established policies.
• Demonstrate AAA Core Values in every interaction through professionalism, empathy, and respect.
• Resolve member concerns effectively using problem-solving skills and first contact resolution whenever possible.
• Actively listen to member feedback and escalate concerns appropriately when necessary.
• Maintain strong product and service knowledge to deliver accurate information and high-quality.

Call Center Membership Representative – Buffalo/WNY Region

Call Center Membership Representative

Call Center Membership Representative – Remote, Rochester/Finger Lakes Region

Database Administrator

• Administer Azure Databricks workspaces, clusters, pools, permissions, and configurations
• Implement governance, access controls, secrets management, and workspace policies
• Ensure cost-efficient compute usage through autoscaling, cluster policies, and monitoring
• Monitor performance of Databricks jobs, SQL warehouses, and underlying storage
• Proactively tune clusters, SQL environments, and pipelines to ensure high availability
• Maintain observability through monitoring platforms, SQL Server, Databricks Metrics, and alerting
• Resolve data platform issues related to cluster performance, job failures, permissions, or integration points
• Collaborate with data engineering and development teams to troubleshoot environment-level issues
• Implement platform-wide security standards: SQL roles, Azure RBAC, network rules, Unity Catalog privileges
• Support compliance and governance across cloud data services and SQL Server environments
• Diagnose and resolve database-related issues, working closely with the IT team to troubleshoot and minimize disruptions
• Maintain documentation of environments, policies, network architecture, data access patterns, and cluster standards

Cloud Database Administrator – Buffalo/WNY Region

Administration

• Use PowerShell, Azure CLI tools, or basic scripting to automate repetitive operational tasks
• Support day-to-day administration of Azure resources including compute, storage, networking, and platform services
• Assist with enabling connectivity and security requirements for SaaS platforms
• Assist with implementing role-based access control (RBAC), tagging standards, and basic governance policies
• Help maintain monitoring and alerting using Azure Monitor and related tooling
• Help enable and support use of AI-enabled tools and Azure services in a secure, governed manner
• Maintain clear documentation of environments, processes, and operational procedures

Call Center Membership Representative – Buffalo/WNY Region

Call Center Membership Representative

Call Center Membership Representative – Remote, Rochester/Finger Lakes Region

Cloud Database Administrator – Buffalo/WNY Region

Cloud & Platform Administrator, Buffalo/WNY Region