Customer Experience Coordinator - Part Time

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, behavioural 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: Mornings - TBD Compensation: $19.23 per hour Part‑Time Benefits Access to 24/7 EAP program (Employee Assistance Program) for Mental Health support and more! 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, analysing 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 organise suggestion boxes and feedback collection systems Coordinate execution of survey efforts Organise and store client feedback in accessible formats for CXO and leadership Analyse collected data for trends and opportunities Support development of reports, presentations, and solutions from insights KPIs Client Advisory Committee: 100% collection monthly from all programmes Survey Participation: Minimum 50% response rate from each programme quarterly Cadence (repeat) Monthly: Suggestion box reviews, trend documentation Quarterly: Survey administration, analysis, and strategy sessions JETS Program & Departmental Collaboration Key Duties (repeat) 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 (repeat) Weekly: JETS meetings, podcast prep, touring coordination Monthly: Core team participation, suggestion box management Quarterly: Program survey launch and analysis, JETS impact review Qualifications Strong analytical skills with the ability to interpret data and draw actionable insights. Excellent organisational 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 licence and reliable transportation (if required for inter‑campus coordination) Ability to pass a background check per Utah DHHS regulations Physical Demands 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, colour, 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. #J-18808-Ljbffr