Lead - Customer Care Team Player

Job Overview 

This position is all about creating the ultimate guest experience at the San Diego County Fair. The position will help lead the Customer Care Team to provide excellent customer service throughout the Fairgrounds.  

Our Customer Care Team Players help us greet visitors, answer questions, provide directions, address concerns, maintain lost-and-found items, and move people safely through the biggest and best summer event in San Diego County. At Information Booths, inside the Guest Services Office, at concerts and performances, in the elevators, on trams, or among the crowds throughout the Del Mar Fairgrounds, our Customer Care Team works hard to ensure our guests have a terrific time and feel comfortable, safe, and well-informed during their days and nights at the Fair. 

Duties and Responsibilities include, but are not limited, to the following: 

• Greeting guests with a friendly smile, a warm welcome and positive attitude. 

• Providing prompt and courteous service by evaluating guests’ needs through empathy, listening, specific questioning, and effectively resolving matters through appropriate action, service, or solution. 

• Interacting with guests — in person, on the phone, or via email — to resolve issues and provide accurate information, directions, and assistance. 

• Keeping abreast of information and programming at the Fair to be able to answer questions and concerns with timely and knowledgably responses. 

• Identifying and maintaining lost and found items. 

• Assisting guests with mobility or sensory needs. 

• Serving as a point person for Customer Care Team Players while out in various locations on the grounds. 

• Training Customer Care Team Players on their job requirements. 

• Helping to ensure that Customer Care standards are upheld. 

• Providing other related duties as assigned, as needed. 

Qualifications 

• Demonstrated experience in a customer service role. 

• Excellent interpersonal, customer service, and communication skills.  

• Ability to work proficiently with phones, computers, tablets, and basic technology such as email, Microsoft Word, Microsoft Excel, and website navigation. 

• Ability to learn information quickly. 

• Strong problem-solving skills, conflict management and de-escalation skills, and sound judgment.  

• Ability to work both independently and cooperatively in a group setting.  

• Ability to lift 40 pounds 

• Adaptability to work in a fast-paced environment with changing situations and demands. 

• Willingness to work long hours, nights, and weekends. 
  

Working Conditions 

• Work is indoors and outdoors. 

• May be exposed to weather conditions. 

• Job duties require sitting, standing, and/or walking for long periods, including in large crowds. 

• Work involves some loud noises, such as during concerts, shows, in the carnival areas, and in large crowds. 

• Work requires a flexible schedule including nights, weekends, and holidays when necessary.  

• Work with awesome, hardworking, fun people