MD Anderson Cancer Center Facilities Customer Advocate - Fac Mgt RAF Admin Fac Mgt in Houston, Texas
Ideal candidate will have a master's degree and great communication skills.
Coordinates services provided to customers located within M. D. Anderson owned buildings and leased properties.
Impacts the delivery of services provided by Facilities department.
Assists with the management of services to maintain standards, effective communication and continuous improvement processes for delivery of services. Functions as the front-line contact with clients and acts as the customer's advocate to ensure efficient delivery of services provided by Facilities department or other service organizations. Conducts move project interviews with customers. Communicates with the customer service call center to ensure prompt delivery of customer requests for service. Maintains various reports, trending information, quality assurance and follow-up results. Demonstrates knowledge regarding customer call center operations, housekeeping procedures, quality assurance techniques and problem identification and resolution.
Facilities & Customer Liaison
The primary RAF-AFM contact with customers and acts in the best interest of both: Looks for solutions that maximize satisfaction and minimize disruptions for all involved.
Items such as:
• Facilities Tours
• Punch Lists
• Customer Satisfaction Surveys
• Work Requests (A Tickets)
• Product surveys and observations (PB Views)
Coordinates special projects as assigned by supervisor and provides liaison work with the division/department, other divisions/departments within the institution.
• Building representative meeting agenda & minutes
• Production Agreements
• Service Level Agreements
Customer Service Validation
Reviews client request work orders and contacts the customer as needed for additional information. Close feedback loop to customers. Reviews client request work order history to identify trends and means to better meet customer needs.
• Top Originators feed-back communications
• Common work requests by Customers
• Customer Call Back Report
• Work Order Tracking Log
• Area work order trending log
• Equipment/system performance trending
Customer Interaction Meet with Tenants, Building Managers and coordinate and clarify service expectations. Conduct follow-up visits to close open issues and perform quality control and satisfaction inquiries.
• Meeting Agendas & Minutes
• Customer Satisfaction Reports
• Property Inspections Reports
• Follow-up visit reports
• Aesthetic Renewal Planning
Public Space and CMMS Support
Coordination of public space events with AFCO and Offsite Properties.
• Coordination Meetings assignments
• Building operations Consultation
• Committee participation
• Briefing/coordination of services with other departments
• Real time event services management
CMMS Recording of Work performed
• Record receipt of work time.
• Record completion of work time record.
• Description of work completed.
• Completion/Verification of A/P Ticket equipment and location data.
Other duties as assigned
Required: Bachelor's degree in Business Administration, Management, Healthcare Administration or related field. Ten years of related experience in a large institution or hospital. May substitute required education degree with additional years of equivalent experience on a one to one basis.
Salary Range: $52,000 - $65,000 - $78,000
It is the policy of The University of Texas MD Anderson Cancer Center to provide equal employment opportunity without regard to race, color, religion, age, national origin, sex, gender, sexual orientation, gender identity/expression, disability, protected veteran status, genetic information, or any other basis protected by institutional policy or by federal, state or local laws unless such distinction is required by law. http://www.mdanderson.org/about-us/legal-and-policy/legal-statements/eeo-affirmative-action.html