Customer Experience & Operations Audit Specialist (3rd Shift) - 19140

Role Overview

We are hiring a Customer Experience & Operations Audit Specialist to support a fast-growing U.S.-based towing company by combining customer-facing communication with back-end operational auditing and revenue assurance.

This is a hybrid role where you will:

• Speak directly with customers post-service to ensure satisfaction and protect survey outcomes
• Audit service records and billing to ensure the company is properly compensated

This role directly impacts customer satisfaction, brand reputation, and revenue performance.

Note: This is a consolidated overview derived from the provided description.

Key Responsibilities

1. Customer Callback & Experience Management

• Conduct outbound calls to customers after completed service jobs
• Confirm service quality and overall satisfaction
• Handle complaints or negative experiences in real-time
• De-escalate issues and create a positive final impression
• Represent the company with professionalism, empathy, and clarity

2. Survey Optimization & Retention

• Encourage customers to complete surveys (AAA or similar)
• Guide conversations toward positive feedback and high ratings
• Recover potentially negative experiences before surveys are submitted
• Protect company performance scores tied to customer feedback

3. Call Auditing & Quality Control

• Review recorded calls and dispatch logs for accuracy
• Ensure proper handling of service requests and customer interactions
• Identify gaps in call handling, communication, or execution
• Maintain logs of findings and escalate issues as needed

4. Revenue Assurance & Billing Audits

• Review call sheets and service records for accuracy and completeness
• Ensure all services performed are properly documented and billed
• Identify missed billable items such as:
• Mileage overages
• Winching
• Special recovery services
• Flag discrepancies between services performed and payments received
• Support internal teams in recovering lost or underbilled revenue

5. Systems & Documentation

• Work within internal tools such as:
  • Dispatch and towing software
  • AAA systems (SFS, Showbook, Swoop – if applicable)
• Maintain organized audit records and call logs
• Follow SOPs for:
  • Call auditing
  • Billing validation
  • Discrepancy tracking

6. Continuous Improvement

• Identify patterns in customer complaints or service failures
• Highlight recurring revenue leakage or billing issues
• Provide feedback to improve internal processes and documentation

Critical Requirements (Non-Negotiable)

• Strong, clear English with minimal accent (customer-facing U.S. calls)
• Confident and natural phone presence (not overly scripted or robotic)
• Ability to balance customer empathy with operational precision

Required Skills & Experience

• 2+ years in customer service, call center, QA, or operations roles
• Experience handling outbound calls or voice-based customer interactions
• Strong attention to detail and ability to identify discrepancies
• Comfortable working with systems, logs, and structured processes
• Strong emotional intelligence and conflict resolution skills

Nice-to-Have

• Experience in towing, logistics, or roadside assistance
• Familiarity with AAA systems or dispatch platforms
• Background in auditing, billing, or revenue operations
• Experience in survey-driven environments (CSAT, NPS, etc.)

What Success Looks Like

• High customer satisfaction and improved survey scores
• Strong call completion and follow-up consistency
• Identification and recovery of missed revenue opportunities
• Accurate, organized, and reliable audit reporting
• Ability to turn negative customer experiences into positive outcomes

Who This Role Is Perfect For

• Strong communicators who are confident on the phone
• Detail-oriented operators who enjoy auditing and problem-solving
• Individuals who can switch between people-facing and analytical work
• Professionals who take ownership of both customer experience and outcomes