Customer Care Team Lead

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 Players 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 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:

• Welcomes guests in a professional and warm manner, ensuring a positive experience through a friendly demeanor and positive attitude.
• Promotes the District's F.A.I.R. values by creating a quality guest experience for both internal and external customers.

• 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.

• Staying well-informed on information and programming at the Fair to be able to answer questions/concerns with timely and knowledgeable responses.

• Identifying and maintaining lost and found items.

• Assisting guests with mobility or sensory needs.

• Providing other related duties as assigned, as needed.

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

• Help to ensure that Customer Care standards are upheld.

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 as needed.

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!