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 am - 5 pm with availability for variable shifts including some Saturdays and some early morning Wednesdays

Benefits Package: Equals to approximately $22,000

Includes - medical, dental, life, and disability insurance, flexible spending account, retirement plan, paid leave, employee assistance program, and education assistance.

Health and Welfare Benefits

• Health Insurance: Comprehensive medical, dental, vision, FSA, and long-/short-term disability coverage.
• 403(b) Retirement Plan: Immediate participation available; 100% employer match up to 6% after 1 year of service.
• Paid Time Off (PTO): Accrue up to 35 paid days off per year (with increased accrual rates after 1 year).
• Sick Leave Rollover: Convert half of your unused accrued sick time into extra vacation days at year-end.
• Sabbatical Program: Paid extended leave rewarded after 5 years of service.
• Employee Assistance Program (EAP): Confidential 24/7 support for mental health, financial advice, and personal well-being.

Perks

• Tuition Reimbursement: Up to $9,000 per year available for approved programs (subject to eligibility requirements).
• Continuing Education: Opportunities for paid training and professional development, subject to manager approval and eligibility.
• On-Demand Pay: Access earned wages before payday via our payroll provider, Paylocity (managed directly through Paylocity; terms apply).
• Transit Pass: Free UTA pass provided for your daily work commute.
• Monthly Incentives: Regular performance awards and team recognition.
• Casual Work Environment: Relaxed, casual dress code and workplace culture.

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:

• 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 for staff to enhance their customer service skills.
• Documentation: Help in documenting collaboration outcomes and action items for follow-up, ensuring that initiatives are effectively executed.
• 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.

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.