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

Network Engineer

• Design, implement and manage physical and logical network infrastructure for SDWAN, MPLS, VPN, and Azure using Meraki, Cisco, and Azure network infrastructure.
• Oversee system monitoring across all infrastructure, including network, server and applications.
• Implement and maintain network security infrastructure and measures to protect against threats and vulnerabilities across physical network components and services with Azure.
• Participate as a backup resource for the server administration team providing support for Windows and Linux systems on Azure and VMWare technology.
• Participate as a backup resource in telephony related service design and support related to the design, integration of telephony related systems to our network and or applications.

Network Administrator

Software Engineer

• Assist with each release cycle to implement and deploy new/updated applications and code
• Work with integrated applications, striving towards coding best practices and data quality
• Contribute to technical documentation and support Salesforce Administrators and other application integration needs
• Provide post-go-live support specific to new applications to ensure smooth transition and effective system utilization
• Develop and maintain API-led connectivity using MuleSoft to enable seamless integration between systems like Salesforce, ERP platforms (e.g., NetSuite), and other enterprise applications
• Ensure all issues are addressed promptly and efficiently to meet or exceed SLAs

Call Center Membership Representative

Network Administrator

Mulesoft Developer