Customer Experience & Support Specialist

Petro Papa; Salt Lake City (UT); On-site; USD 60,000 - 76,000; Full time

Benefits offered by this job

Medical Insurance

Vision Insurance

Paid Time-Off

401(k) Retirement Plan with match

Educational Reimbursement

Parental Bonding Time

Employee Discounts

Job summary

HF Sinclair is seeking a Consumer Excellence & Support Specialist to manage mystery shopping programs, coordinate assignments, ensure data integrity, and produce leadership dashboards.

You will support consumers of HF Sinclair products, collaborate with stakeholders and vendors, and drive continuous improvement in program design and reporting methodologies while maintaining strong compliance and documentation.

Qualifications

• Minimum five years in mystery shopping programs, QA, or consumer service.
• Experience in petroleum preferred.
• Familiarity with reporting and performance metrics.

Responsibilities

• 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

Skills

Mystery shopping

Data analysis

Microsoft Office

Communication

Education

Associate’s degree in marketing or business administration

Bachelor’s degree in marketing or business administration

Tools

SAP

Job description

HF Sinclair is seeking a Consumer Excellence & Support Specialist to manage mystery shopping programs, coordinate assignments, ensure data integrity, and produce leadership dashboards.

You will support consumers of HF Sinclair products, collaborate with stakeholders and vendors, and drive continuous improvement in program design and reporting methodologies while maintaining strong compliance and documentation.