Chris, I side with you regarding the multi-function switch and considering the age of the Jeep he has it is likely worn out.
Those can be replaced, and one should start with the switch first to see if that is the culprit. One should consider that some multi-function switchers operate in different manners, even if from the same model year is involved.
Based on my observation with my own JK, I would before getting used to it, hit it with my fingertips as I turned the wheel; because of how close it is to the edge of the radio stack. My Alpine X409 is larger than the original radio stack so the distance shrunk.
Rob, is your vehicle modded in some fashion with the switch being possibly "hit" by one's hand on occasion? Might be some wear and tear from that too.