Tenant Services Coordinator

Provide and coordinate daily operation of office. Responsible for composing and typing routine correspondence; coordinating meetings, assisting APM in maintaining invoice records and contacting vendors/setting up accounts.

Assist in various administrative functions such as preparing and mailing documents. Receive and screen calls and relays messages. Greet and direct visitors. Receive and distribute messenger deliveries and overnight packages. Work with maintenance staff on tenant maintenance calls and overall accountability of the daily use of the WorkSpace.

PROPERTY MANAGEMENT FUNCTIONS:

Daily Duties (included, but are not limited to):

• Order office supplies
• Maintain office equipment fax machine, copier, postage meter, telephones
• Receptionist duties
• Administrative duties for office staff – distribute mail with date stamp, expense reports.
• Send, receive, and distribute faxes
• Schedule meetings, reserve/setup room, prepare agenda, order/serve refreshments as required
• Process overnight packages
• Prepares and distributes minutes of meetings
• Facilitate building access for vendors and manage key box for vendors; assist in coordinating services by various contractors and gain approvals by tenants and engineer
• Respond to tenant emails and voicemails in a timely manner including any requests, complaints, work orders, comments, etc.

Tenant Services Duties:

• Field all incoming phone calls
• Service requests and requests for special services and incidents
• Angus Work order administration
• Contractor badges and key check out
• Tenant Relations – assist the Assistant Property Manager as necessary
• Tenant contact list
• Access Card Administration:

• Fulfill all requests for activation / termination of access cards
• Termination requests should be processed immediately. Follow-up with supervisor verification.
• Audit – annually compile and distribute card access lists to tenants. Follow-up with appropriate deletions/additions/changes/bill backs
• Work Order System Administration:
• Review and track all WorkSpace service requests
• Run monthly reports
• Ensure all work orders are completed and closed within 48 hours.
• Work with maintenance staff to identify recurring issues
• Follow-up on tenant service requests to assure work has been completed in a timely manner with little or no re-work.
• Ensure escalation of work orders are resolved in a timely manner
• Ensure WorkSpace tenant link is functional to provide capability of submitting online service requests
• Draft correspondence and tenant announcements related to any scheduled building maintenance and other management related information.

Bi-Weekly Duties:

• Meeting Minutes (prepare agendas and meeting minutes for):
• Property Management Meeting
• Office Meeting

Monthly Duties:

• Review and compile – Open/closed service request for past 1 month before the 18th of each month
• Tenant Bill backs – Invoice tenants for charges including extra HVAC, access cards, keys etc.
• Sub Meter Billings – Receive spreadsheet with all sub-meter readings from Chief Engineer on the 1st of each month. Enter into WorkSpace system and then APM verifying all the billable work orders are correct. This needs to occur before the 15th of each month. On the 1st of each month. Enter into Angus system and then APM verifying all the billable work orders are correct. This needs to occur before the 15th of each month
• Work Order System Administration – Run monthly reports:

• Run report for all open work orders for the period and distribute to Property Manager for review
• Once the review is complete, update data
• Run all open and closed work orders for the period
• Tenant and Vendor Insurance Certificates – maintain / file current insurance for each tenant and vendor, ensure that coverage is adequate per the lease or the service contract, notify tenants and vendors of insurance expirations 30 days prior to expiration, follow-up until the new policy is received. Provide data to Office Administrator for proper upload to Sharepoint
• Property Inspections – Building, Janitorial, Landscape – Complete work order entry from property inspections and follow up to completion
• Communications:
• Tenant e-Mail List – keep at least two e-mail addresses per company on this list. The changes are ongoing as names are added/deleted at move-ins/move-outs, change due to "status changes", etc.
• Tenant Contact List – this list shows the breakdown of tenants in each building, with the local contact names, phone/fax numbers, and bldg. suite number - ongoing updates due to changes in status, tenant moves, phone/fax number changes, etc.
• Tenant Emergency Info – maintain / file current emergency contact info for each tenant/office, including names, phone / fax numbers, and billing names/numbers

Duties as Needed:

• Order/Maintain all building signage - order door signs/directory strips for all new move-ins; order misc. signage as needed, including hallway/fitness center, etc.
• Review information to tenant on how to order mailbox keys, order suite directory signs, confirm number of keys needed and order the keys
• Assist with preparing new tenant set-up, updating tenant contact lists
• Coordinate with APM all tenant move-ins/move-outs, and all other bulk item deliveries
• Schedule all pest control appointments for Tenants and contact Elevator Company for emergency repairs as need call for additional dumpster removals
• Coordinate conference room scheduling
• Assist Property Managers and Assistant Property Managers with the planning and implementation of periodic tenant events
• Schedule building and loading door to lock/unlock as needed for special events, holidays, etc.

• Assist Security with Lost & Found recovery process, overnight parking notifications, coordinate tenant fob deliveries, circulating security alerts, entering regular request as observed nightly by Security Officers. Pass down log management

ESSENTIAL DUTIES AND RESPONSIBILITIES (Other duties may be assigned)

• Answer telephones, determine nature of call, and take messages and/or route caller to appropriate party. Respond to inquiries by providing routine information and or taking and delivering messages
• Greet visitors, notify appropriate personnel of arrival, and direct same to designated location
• Receive and distribute overnight deliveries, courier deliveries, facsimile transmittals, daily mail and related packages
• Maintain inventory of office supplies, prepare list, place orders and store delivered supplies
• Responsible for obtaining and keeping up-to-date certificate of insurance (COI) documents on file for all tenants and vendors. Maintain and file current COI for each tenant and vendor, send notice when the insurance expires, follow-up until the new policy is received
• Receive, distribute, track and review all work orders in WorkSpace/Angus, alert personnel of any problems or unresolved work orders and run monthly reports
• Prepare agendas and meeting minutes for property management meetings
• Assist with special events. Holiday events/parties, welcome lunches, blood drives, food drives etc.
• Update Tenant Directory and changes in general info including staff changes
• Responsible to send tenant manual, receive directory and sign request, add new tenant to WorkSpace/Angus database, receive emergency contact form and send out move-in basket
• Serve as backup for administrative tasks for office staff
• Perform other duties as assigned, some of which may be essential to the job

MINIMUM QUALIFICATIONS:

• Must have a minimum high school education, Associates, B.A. or B.S. college degree preferred
• Minimum of 1 year previous property management experience
• Previous experience in real estate management and be familiar with commercial leases
• Possesses a professional demeanor and excellent interpersonal skills

• Have access to reliable transportation and maintain a valid driver's license
• Computer literate and proficient on Outlook, MS Word, Excel and PowerPoint
• Excellent communication skills, both verbal and written
• Must be physically capable of walking, ascending and descending stairs

DESIRED QUALIFICATIONS:

• Bachelor's degree in related field

COMMENTS

Must be able to work independently. Must organize individual workflow, as well as assist in the workflow of Supervisor upon request. Accuracy required with generation of reports and correspondence, and compliance with company policies and procedures. Must be able to work effectively in high-pressure office with a professional attitude and possess a positive attitude. Must be able to adapt to changes in workload and job requirements.