AAA Northeast

Data Engineer

• Design, develop, and maintain large-scale data processing systems
• Architect and optimize ETL processes for complex data requirements
• Design advanced data models and robust, scalable data pipelines
• Manage and optimize databases using advanced SQL techniques
• Implement and manage NoSQL databases and data warehousing solutions
• Lead implementation and optimization of big data technologies
• Manage distributed computing resources for large-scale data processing
• Build, maintain, and manage cloud-based data pipelines using Snowflake, Fivetran, DBT, and Airflow
• Apply DevOps practices and implement containerization solutions
• Implement data security measures and optimize data processing and storage performance
• Collaborate with data scientists and analysts to deliver actionable insights
• Mentor and guide junior engineers

Big Data Engineer III

Call Center Representative

• Receive incoming roadside assistance calls on behalf of contracted automobile companies
• Process requests and gather required information to provide timely service
• Answer caller questions and provide detailed information about road service products and services
• Provide Five Diamond Customer service to encourage member retention, renewal, and new membership sales
• Take road service calls while managing members’ emotional states
• Verify membership number, name, telephone number, email, vehicle description, location, and nature of vehicular problem
• Use department/program software to capture accurate information, prioritize safety-related calls, and research membership status
• Help members determine the exact location of disabled vehicles or meeting places using probing questions, maps, and other resources
• Adhere to standards for after-call work, talk time, and staffed time
• Provide information on road service policies and procedures
• Determine the appropriate course of action for each call and consult supervisors for special circumstances
• Accommodate members in borderline situations, including membership verification and new-member applications

• Receive incoming roadside assistance calls on behalf of contracted automobile companies
• Process requests and gather required information to provide timely service
• Answer callers’ questions and provide detailed information on road service products and services
• Provide Five Diamond Customer service to encourage member retention, renewal, and new membership sales
• Take road service calls while calming upset members and reassuring anxious members
• Verify membership number, name, telephone number, email, vehicle description and location, and nature of vehicular problem
• Use department/program software to capture accurate information, prioritize safety issues, and research membership status
• Help members determine the exact location of disabled vehicles or meeting places using probing questions, maps, or other materials
• Adhere to standards for after-call work, talk time, and staffed time
• Provide information on road service policies and procedures
• Determine appropriate action for each call, consulting a supervisor for members with special circumstances
• Accommodate members in borderline situations, including membership verification and new-member applications

Call Center Representative, 3rd shift

• Receive incoming roadside assistance calls on behalf of contracted automobile companies
• Process requests and gather required information to provide timely service
• Answer callers' questions and provide detailed information about road service products and services
• Provide Five Diamond Customer service to encourage member retention, renewal, and new membership sales
• Handle members' emotional states, including calming angry members and reassuring anxious members
• Gather membership, contact, vehicle, location, and vehicular problem information
• Use department/program software to capture accurate information, prioritize safety issues, and research membership status
• Help members determine the exact location of disabled vehicles or meeting places using probing questions, maps, and other materials
• Adhere to standards for after-call work, talk time, and staffed time
• Provide information about road service policies and procedures
• Determine appropriate action for each call and consult supervisors for special circumstances
• Accommodate members in borderline situations, including membership verification and new-member applications

Call Center Representative – 2nd Shift

Supervisor

• Direct dispatch activities to achieve desired response-time results
• Take immediate action to prevent or correct dispatch problems
• Collaborate with ERS supervisors, dispatchers, field staff, trainers, and management
• Monitor calls and service areas for aging and bottlenecks
• Supervise, mentor, and coordinate lead dispatch personnel
• Ensure staff understand their roles and demonstrate competence
• Enforce AAA dispatch standards, procedures, practices, and Five Diamond Service
• Provide regular dispatcher performance reports
• Identify service-quality problems and coordinate corrective actions
• Coordinate troubleshooters and communicate changing dispatch conditions
• Assist with operational and technological changes
• Detect equipment malfunctions and implement contingency measures
• Consider cost implications of dispatch decisions
• Perform other duties as assigned

Dispatch Supervisor

• Direct all dispatch activities to achieve desired response-time results
• Take immediate action to prevent or correct dispatch problems
• Collaborate with ERS supervisors, call center staff, dispatchers, field staff, training specialists, and management
• Monitor calls in progress and service areas for aging and bottlenecks
• Supervise the dispatch area and achieve ERS response-time and call-completion targets
• Deploy dispatch staff and support cross-functional decisions
• Supervise, mentor, and direct lead dispatch personnel
• Ensure subordinate staff understand their roles and demonstrate competence
• Ensure compliance with AAA dispatch standards, procedures, practices, and Five Diamond Service
• Provide supervisors with regular dispatcher-performance reports
• Identify service-quality roadblocks and coordinate troubleshooters
• Keep management, trainers, and shift supervisors informed of changing conditions and problems
• Assist in designing and implementing operational and technological changes
• Detect equipment malfunctions, communicate issues, and implement contingency measures
• Consider cost implications of dispatch decisions and ensure stewardship
• Perform other duties as assigned