Consumer Excellence and Support Specialist

Basic Function The Consumer Excellence and Support Coordinator oversees the daytoday activities of the mystery shop program including assignment coordination, data integrity, analysis, and reporting. The coordinator also provides frontline 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 datadriven decisionmaking 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 Special assignments or tasks assigned to the employee by their supervisor, as determined from time to time in their sole and complete discretion 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 criticalthinking skills and meticulous attention to detail. Proven ability to manage complex workloads through effective time management, prioritization, and concurrent task execution in fastpaced 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... For full info follow application link. HollyFrontier Corporation is an Equal Opportunity Employer. All qualified applicants will receive consideration for emp loyment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, age, disability, veteran status or any other prohibited ground of discrimination.