Customer Experience Coordinator

Description

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 

 Client Support & Admissions Engagement Key Duties: 

• 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: 
• Suggestion Box Audit Rate: 100% collection monthly from all programs 
• Survey Participation: Minimum 50% response rate from each program quarterly 

KPIs: 

Suggestion Box Audit Rate: 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 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.