Customer Experience & Operations Audit Specialist (3rd Shift)

Location: Remote (South Africa or Latin America preferred; Philippines optional)
Type: Full-Time
Reports To: Operations / Customer Experience Manager

Hiring for 3rd shift
3rd shift: 11pm - 7am CST

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.

Success requires someone who is both:

Excellent on the phone (clear, confident, empathetic)
Highly detail-oriented and process-driven

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

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