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: