Customer Experience Coordinator

About the role

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.

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.

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

• 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.
• 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.

Benefits

• Benefits Package: Equals to approximately $22,000 – includes medical, dental, life, and disability