Consumer Excellence & Support Specialist

Consumer Excellence & Support Specialist

The Consumer Excellence & Support Coordinator oversees the day-to-day activities of the mystery shop program including assignment coordination, data integrity, analysis, and reporting. The coordinator also provides front-line guidance to consumers of HF Sinclair products while playing a key role in advancing consumer experience initiatives. This position serves as a critical link between consumer interactions and program optimization, ensuring insights from consumer feedback translate into measurable improvements. The coordinator partners closely with internal stakeholders and external vendors and consumers to ensure accurate execution, effective communication, and continuous program enhancement. Through strong project coordination, analytics, documentation, and continuous improvement efforts, this role supports data-driven decision-making and helps elevate the overall consumer experience.

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

Experience

• A minimum of five years of experience in mystery shopper programs, quality assurance and/or consumer service. Experience in petroleum is preferred.
• Must have familiarity with consumer support, reporting, and performance metrics.
• Education Level: Associate's degree in marketing or business administration or equivalent relevant experience in lieu of the degree. Preferred Educational Level: Bachelor's Degree in marketing or business administration or equivalent.

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.

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

• HF Sinclair offers a comprehensive benefits package designed to support the well-being of our employees and their families. Our benefits include, but are not limited to, the following: Medical Insurance Vision Insurance Dental Insurance Paid Time-Off 401(k) Retirement Plan with match Educational Reimbursement Parental Bonding Time Employee Discounts

Physical Requirements

• Job conditions require sitting, talking, or hearing, making visual inspections, making precise finger and hand movements, reaching, or grasping, and the ability to perceive color differences.
• Job conditions may require standing, walking twisting, stooping, crouching, and kneeling.

Our One HF Sinclair Culture

• At HF Sinclair, we are united through our One HF Sinclair Culture, which is underpinned by our five core values of Safety, Integrity, Teamwork, Ownership and Inclusion.

About HF Sinclair Corporation

HF Sinclair Corporation, headquartered in Dallas, Texas, is an independent energy company that produces and markets high-value light products such as gasoline, diesel fuel, jet fuel, renewable diesel and lubricants and specialty products. HF Sinclair owns and operates refineries located in Kansas, Oklahoma, New Mexico, Wyoming, Washington and Utah. HF Sinclair provides petroleum product and crude oil transportation, terminalling, storage and throughput services to our refineries and the petroleum industry. HF Sinclair markets its refined products principally in the Southwest U.S., the Rocky Mountains extending into the Pacific Northwest and in other neighboring Plains states and supplies high-quality fuels to more than 1,750 branded stations and licenses the use of the Sinclair brand to more than 350 additional locations throughout the country. HF Sinclair produces renewable diesel at two of its facilities in Wyoming and also at its facility in New Mexico. In addition, subsidiaries of HF Sinclair produce and market base oils and other specialized lubricants in the U.S., Canada and the Netherlands, and export products to more than 80 countries.

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.