Consumer Excellence & Support Specialist

Basic Function

Job Duties

• Oversee operational aspects of the mystery shopping program, including project coordination, assignment tracking, and program calendars.


• Ensure program compliance with established standards and requirements


• Review, validate, and analyze mystery shop reports for accuracy and consistency


• Prepare and distribute reports, dashboards, and summaries for leadership and cross-functional stakeholders


• Support continuous improvement by recommending enhancements to program design, scoring, and reporting methodologies


• Assist in identifying trends, insights, and opportunities to enhance consumer support results, service quality, and operational efficiency.


• Provide direct consumer support to end users of HF Sinclair products, including fuels, payments, gift card support (balance, reload, order inquiries), Mobile Advantage, and DINOPAY.


• Coordinate, document, and respond to consumer inquiries via phone, email, voicemail, and chat channels.


• Resolve consumer issues professionally and timely using approved processes and actions.


• De-escalate concerns and manage dissatisfied consumer situations with empathy and professionalism.


• Provide accurate information regarding products, services, and company policies.


• Develop, maintain, and update documentation, procedures, and FAQ resources to ensure clarity and consistency.


• Access, update, and maintain consumer information within internal databases.

Special assignments or tasks assigned to the employee by their supervisor, as determined from time to time in their sole and complete discretion.

Education Level

Associate’s degree in marketing or business administration or equivalent relevant experience in lieu of the degree. 

Preferred Education Level

Bachelor’s Degree in marketing or business administration or equivalent.

Experience

A minimum of five years of experience in mystery shopper programs, quality assurance and/or consumer service. Must have familiarity with consumer support, reporting, and performance metrics.

Preferred Experience

Experience in petroleum industry is preferred.

Required Skills

Demonstrated advanced organizational and analytical capabilities, including strong critical‑thinking skills and meticulous attention to detail. Proven ability to manage complex workloads through effective time management, prioritization, and concurrent task execution in fast‑paced environments. High proficiency in Microsoft Office applications and enterprise or mainframe systems (e.g., SAP), with the capacity to adapt to evolving technologies. Exceptional interpersonal, written, and verbal communication skills, enabling clear, professional interaction with diverse stakeholders. Possesses a solid foundation in computer literacy, applied comprehension skills, and the ability to convey information accurately and effectively.

Supervisory/Managerial Responsibility

Work Conditions

Office based with up to 5% travel by land and air required.  Subject to varying road and weather conditions.  Depending on assignment, required from time to time to work an on-call schedule.

Benefits

Physical Requirements

Our One HF Sinclair Culture:

About HF Sinclair Corporation

Equal Opportunity Employer

HF Sinclair Corporation is an Equal Opportunity Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, age, disability, veteran status or any other prohibited ground of discrimination.