Customer Experience Coordinator - Part Time

Odyssey House Inc.•Salt Lake City, UT

1d•$19

About The Position

Odyssey House is looking for a Part-Time Customer Experience Coordinator to join our Admissions Team! Summary: Odyssey House's Mission is "Empowering people to heal and build better lives." We are dedicated to helping individuals and families reclaim their lives through effective substance abuse treatment, prevention, and mental health services. Our programs address education, job skills, healthcare, sober housing, behavioral management, and aftercare support to ensure lifelong success. We are proud to be the largest treatment provider in Utah, with the most innovative programs available. ‘We Are Recovery,’ and we mean it with all our hearts. Position Summary: The Customer Experience Coordinator plays a pivotal role in enhancing customer and client satisfaction by coordinating feedback collection mechanisms, analyzing data, and assisting in the development of strategies based on feedback insights. This role also involves managing the JETS Junior Executives program and supporting various customer engagement initiatives, including occasional travel. Additionally, the Customer Experience Coordinator serves as a point of contact for current and past clients who are in distress and need additional support.

Requirements

Strong analytical skills with the ability to interpret data and draw actionable insights.
Excellent organizational and project management skills.
Proficiency in data analysis tools and software.
Strong communication and presentation skills.
Ability to work collaboratively with cross-functional teams.
Willingness to travel as required for alumni engagement events and program management.
Valid driver’s license and reliable transportation (if required for inter-campus coordination)
Ability to pass a background check per Utah DHHS regulations
All employees of Odyssey House are required to adhere to: Odyssey House mission, philosophy, and scope of service; Division of Human Services Code of Conduct and all other relevant service contract requirement standards; ensuring a safe environment for all clients and staff; providing exemplary customer service to both internal and external customers; fostering a positive work environment; ensuring high-quality client care within the scope of the assigned position.
Each employee is expected to clearly understand roles and responsibilities regarding the following: Specific job position, time management, personnel file requirements, client record system, incident reporting, mandatory training requirements, maintaining proper client boundaries, and individual rights of clients and staff.
Ability to lift up to 15 lbs., drive (or adequate alternate transportation), sit for prolonged periods, and perform light to moderate physical activity at times.

Nice To Haves

Prior experience in customer experience management or related roles is a plus.

Responsibilities

Client Support & Admissions Engagement
Monitor LACA data for trends and bring forward recurring themes for review
Support care planning for clients deemed non-readmittable
Assist with de-escalation of clients in admissions or pre-enrollment crisis
Provide backup to the call team, particularly with youth referrals or partner engagement
Support touring, onboarding, and orienting staff with client experience insight
Client Feedback Collection & Analysis
Manage and organize suggestion boxes and feedback collection systems
Coordinate execution of survey efforts
Organize and store client feedback in accessible formats for CXO and leadership
Analyze collected data for trends and opportunities
Support development of reports, presentations, and solutions from insights
JETS Program & Departmental Collaboration
Coordinate the Junior Executive Team (JETS) program alongside the CXO
Plan and support mentoring sessions, team branding, and culture-building efforts
Assist in documenting collaboration outcomes, wins, and follow-ups
Co-host the agency podcast and elevate staff and client voices
Promote cross-departmental connection.

Benefits

Access to 24/7 EAP program (Employee Assistance Program) for Mental Health support and more!
Free meals with clients (residential only)
Casual dress and atmosphere
Flexible scheduling
Higher pay for overnight shifts and holidays
Opportunities for bonuses, awards, raises, and promotions
Learning and collaborative environment
Competitive 403b Match after 1 year
Accrue 5 days of PTO per year
EXTRA time off and gift packages for PT and FT staff that stay more than 90 days!
Sabbatical Program - where we pay you to take a vacation after 5 years of service!
On-Demand Pay - Get a portion of your paycheck early for hours already worked! (conditions apply)
UTA free passes available for your work commute