Consumer Excellence & Support Specialist

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.