Tenant Service Representative/ Assistant Property Manager

TENANT SERVICE & RELATIONS

•       Serve as primary point of contact with tenants from lease execution through expiration

•       Deliver a customer-first experience by addressing tenant needs promptly, professionally, and with appropriate follow-up

•       Provide tenants with required documentation, including welcome packages and related materials

•       Handle routine day-to-day tenant communications; escalate non-routine matters to APM & PM

•       Monitor the Angus Work Order System to ensure timely response and resolution of day-to-day requests. Follow up with building staff as needed to ensure complaints are addressed promptly

•       Coordinate billable tenant service requests including freight elevator use, OT HVAC, cleaning, extermination, and amenity reservations

•       Issue building access cards to tenants and authorized personnel

•       Coordinate maintenance and repair activities, including following up with vendors to ensure timely completion of work

•       Coordinate building events such as Fire & Life Safety trainings, fire drills, and tenant engagement initiatives

•       Keep the APM & PM informed of building-related issues, including concerns involving contracted staff

FINANCIAL & BILLING SUPPORT

•       Work with property accountant to review rent rolls and rent statements for accuracy, ensuring all charges (TAFs, submetering, Angus billings, etc.) are properly captured each month

•       Distribute monthly rent statements

•       Respond to tenant billing inquiries and provide supporting documentation as needed

•       Initiate tenant arrears collections through e-mails & calls. Escalate non-responsive, disputed or problem accounts to the APM & PM.

•       Prepare and maintain monthly arrears reports for review by the Management Team and Ownership

•       Ensure Tenant Certificates of Insurance are in compliance and up to date

•       Administrative tracking of Certificates of Insurance from tenants and vendors

•       Collaborate with PM/APM and Property Accountant to ensure tenant charges and bill-backs are accurate and processed promptly via MRI, Angus and/or Tenant Adjustment Forms

•       Support accounts receivable and collection efforts in coordination with Cushman & Wakefield

•       Assist Accounts Payable by providing confirmation for chargebacks

ADMINISTRATIVE RESPONSIBILITIES

•       Welcome visitors, receiving and distributing mail and other packages and handling outgoing parcels.

•       Answer the and redirect phone calls.

•       Maintain an orderly office appearance, keep the office pantry stocked, order office supplies, and oversee the functioning of office equipment

•       Provide administrative support to the PM and APM

•       Prepare contracts as needed under the direction of the PM

•       Coverage for office administrator during vacations, sick days and lunch

•       Maintain and regularly update internal trackers including vendor access lists, tenant contact lists, and vendor contract logs

•       Maintain and request updates to EAP staffing chart designations

ESSENTIAL SKILLS & QUALIFICATIONS

•       Strong verbal and written English communication skills

•       Proficiency in Yardi, Microsoft Office Suite (Word, Excel, PowerPoint)

•       Ability to effectively listen and respond to co-workers, tenants, and vendors

•       Excellent organizational and time management skills

•       Ability to relate professionally to all people regardless of personality or background

•       Demonstrated initiative, reliability, flexibility, and versatility

•       Demonstrated ambition, capability, and potential to grow within the Company