Customer Experience Coordinator - Part Time

Description

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.

Location: Salt Lake City

Schedule: TBD

Compensation: $19.23 per hour

Part-Time 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

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.

Key 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

Cadence:

• Daily: LACA monitoring, admissions support, crisis de-escalation
• Weekly: Core Team follow-up, staff tours, call team backup
• Monthly: Readmission flag review and admission trend reporting
• 
  
• Client Feedback Collection & Analysis

Key Duties:

• 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

KPIs:

• Client Advisory Comittee: 100% collection monthly from all programs
• Survey Participation: Minimum 50% response rate from each program quarterly

Cadence:

• Monthly: Suggestion box reviews, trend documentation
• Quarterly: Survey administration, analysis, and strategy sessions
• JETS Program & Departmental Collaboration

Key Duties:

• 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.

Cadence:

• Weekly: JETS meetings, podcast prep, touring coordination
• Monthly: Core team participation, suggestion box management
• Quarterly: Program survey launch and analysis, JETS impact review

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.
• Valid driver’s license and reliable transportation (if required for inter-campus coordination)
• Ability to pass a background check per Utah DHHS regulations

Employment offers are contingent upon successful completion of required pre-employment screenings, which may include background checks, fingerprinting, applicable sex offender registry screenings for Adult Residential roles, and other position-related verifications. Roles requiring driving are subject to a Motor Vehicle Record (MVR) review and valid Utah driver’s license.

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.

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.