Customer Experience Coordinator

Odyssey House Inc.•Salt Lake City, UT

1d•$40,000

About The Position

Odyssey House is looking for a Full 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. Location: Salt Lake City Admissions Office Compensation: $40,000 salary Schedule: Monday - Friday Full-Time Benefits Include: $9,000/year tuition eligibility Paid continuing education/training opportunities Monthly incentives and awards Casual dress and atmosphere Health insurance: medical, dental, vision, FSA, long & short-term disability Competitive 403b Match after 1 year Accrue up to 34 paid days off annually Wellness perk: convert ½ of unused sick time to vacation at year-end Sabbatical program after 5 years of service (we pay you to take a vacation!) On-demand pay – access earned wages early (conditions apply) Extra time off & gift packages for employees after 90 days 24/7 Employee Assistance Program (EAP) for mental health and more Position Summary: The Customer Experience Coordinator plays a critical role in supporting Odyssey House’s admissions experience, client feedback systems, and Junior Executive (JETS) engagement. Reporting to the Chief Experience Officer (CXO), this role helps shape both the individual client experience and broader strategic insight across the agency. The Coordinator bridges daily client support and systems-level feedback by organizing input from multiple stakeholders and co-leading initiatives that promote a trauma-informed, collaborative culture. This role supports de-escalation in admissions, manages LACA tracking, handles feedback collection logistics, co-facilitates internal culture-building efforts, and helps document and analyze experience trends. Additionally, the Coordinator oversees or assists with internal programming such as JETS, suggestion boxes, town halls, and podcast content—all with a focus on clarity, collaboration, and connection

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
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
Specific job positions, 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

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
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
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.