Customer Retention Auditor

Position Summary

The Customer Retention Auditor supports the Retention team by ensuring accuracy, consistency, and compliance within customer retention call documentation. This role is responsible for assigning and tracking call logs, auditing call records against established checklists, maintaining compliance trackers, and escalating recurring issues or high-risk gaps to leadership. The ideal candidate is detail-oriented, organized, and comfortable identifying trends and process gaps.

$18.00 - $19.00 per hour. The starting wage is determined based on relevant experience. This is an hourly, non-exempt position.

• Assign customer retention call logs and monitor completion on a daily and weekly basis
• Review call documentation to ensure all required fields, notes, and dispositions are completed accurately and consistently
• Conduct weekly spot-check audits using a standardized checklist or scorecard
• Identify, tag, and track common documentation and compliance issues (e.g., missing notes, incorrect dispositions, missing consent or disclosures)
• Maintain audit and compliance trackers, ensuring data is current and accurate
• Send reminders and follow-ups to team members regarding incomplete or incorrect documentation
• Escalate repeat issues, trends, or high-risk compliance misses to the supervisor or manager
• Support leadership with insights on process gaps and opportunities for improvement

• Strong attention to detail and accuracy
• Excellent organizational and time-management skills
• Ability to follow standardized processes and checklists
• Comfortable reviewing call documentation and identifying inconsistencies
• Clear written communication skills for follow-ups and escalation
• Ability to handle sensitive or compliance-related information with discretion

• Experience in quality assurance, auditing, compliance, or customer service operations
• Familiarity with call tracking systems or CRM platforms
• Prior experience supporting retention, sales, or call center teams
• Strong proficiency in Microsoft Excel (filters, formulas, sorting, basic analysis)
• Comfortable using the full Microsoft Office Suite (Excel, Outlook, Word, Teams)

• Affordable health care packages that include medical, dental, vision, and life insurance
• Vacation + Sick Leave
• 9 Company Paid Holidays Yearly
• Employer Paid Short Term Disability + Life Insurance
• 401K + Company Match

Entry level

Full-time

Accounting/Auditing and Finance

Utilities