[Hiring] Customer Experience & Operations Audit Specialist @Somewhere

Role Description

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

• 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
• 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
• 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
• 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
• 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
• 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

Qualifications

• 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

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

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