Customer Experience Coordinator

Description

Odyssey House is looking for a 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

Compensation: $40,000 salary

Schedule: Monday - Friday: 9:00 am - 5:00 pm

Full-Time Benefits:

• Eligible for NHSC Student loan forgiveness
• $9k per year tuition eligible
• Opportunities for paid continuing education/training
• Monthly incentives and awards
• Access to a 24/7 EAP program (Employee Assistance Program) for Mental Health support and more! 
• Flexible scheduling
• Casual dress and atmosphere
• Opportunities for bonuses, awards, raises, and promotions
• Incredible health insurance (medical, dental, vision, FSA, long-term, and short-term disability)
• Immediate eligibility to participate in our 403(b) retirement plan, Employer 100% match up to 5% after 1 year  
• 35 paid days off (additional PTO accrual after 1 year)
• Stay well! If you have sick time left over at the end of the year, we will convert 1/2 of the remainder to vacation
• EXTRA time off and gift packages for PT and FT staff who 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 

Position Overview:

The Client 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 assists in documenting and analyzing 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.

Key Responsibilities:

• Feedback Collection: Coordinate the execution of feedback collection mechanisms, including surveys and town halls, to gather valuable input from customers and clients.
• Data Management: Manage the organization and secure storage of collected customer and client feedback data, ensuring data integrity and compliance with privacy regulations.
• Data Analysis: Assist in analyzing feedback data to identify key insights and trends that can inform decision-making and improvements in customer experience.
• Reporting: Compile data analysis reports based on customer feedback for the CXO's review, presenting findings and recommendations clearly and concisely.
• Strategic Planning: Collaborate in creating presentations outlining strategic plans derived from feedback insights, working closely with cross-functional teams.
• Metrics Tracking: Assist in tracking customer service metrics and preparing performance reports to assess the effectiveness of customer experience initiatives.
• Alumni Engagement: Coordinate with the alumni program team to organize engagement events and activities, fostering a sense of community among alumni. Some of these events may require occasional travel.
• Alumni Communication: Assist in managing communications with alumni and tracking engagement levels to strengthen alumni relationships.
• JETS Junior Executives Program: Manage the JETS Junior Executives program with guidance from the CXO, including organizing mentoring sessions and providing training resources. Occasional travel may be required for this aspect of the role.
• Client Support: Serve as a point of contact for current and past clients who are in distress and need additional support, providing empathetic and timely assistance.
• Progress Assessment: Support the CXO in assessing the progress and needs of Junior Executives, helping them develop essential skills.
• Best Practices: Research and compile relevant best practices in customer experience management to continually improve organizational strategies.
• Learning Opportunities: Assist in organizing learning opportunities, such as webinars and workshops, to enhance staff's customer service skills.
• Documentation: Assist in documenting collaboration outcomes and action items for follow-up, ensuring that initiatives are executed effectively.
• Consistency Monitoring: Assist in reviewing customer interactions to ensure alignment with the organization's brand values and customer experience standards.

Requirements

Qualifications:

• 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.
• Prior experience in customer experience management or related roles is a plus.
• Willingness to travel as required for alumni engagement events and program management.

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 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. 

Physical Demands of the Job: 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. 

EEOC Statement: Odyssey House is an equal-opportunity employer. All aspects of employment, including the decision to hire, promote, discipline, or discharge, will be based on merit, competence, performance, and business needs. We do not discriminate based on race, color, religion, marital status, age, national origin, ancestry, physical or mental disability, medical condition, pregnancy, genetic information, gender, sexual orientation, gender identity or expression, veteran status, or any other status protected under federal, state, or local law.