Tenant Services Coordinator

Tenant Services Coordinator

The Tenant Services Coordinator is responsible for fielding the daily tenant requests.  Timely and accurate work is necessary to effectively discharge the duties of this position. This position reports to the Property Manager (PM) or if the property has no such individual then the Asset Manager is the immediate supervisor. A full working knowledge of the firm’s Procedure and Operational Manual is required in order to ensure compliance thereof. 

The following list of responsibilities for the Tenant Services Coordinator position should be viewed as the minimum expectation, and not an exhaustive list.  Job functions may be added to or deleted from this job description as necessary depending on the level of staffing at the property.

Tenant Relations:

• Provide tenants with a Class A service experience with every interaction.
• Develop strong working relationships and open communication with tenant contacts.
• Monitor signs of relative tenant “health” (i.e. through move-ins, move-outs, staff changes, etc.) and report any changes to PM.
• Suggest and organize tenant events including set-up, take-down, tenant notices, etc.
• Track tenant anniversaries and welcome letter/gifts, order and coordinate delivery of gifts as directed by PM
• Prepare and distribute new tenant packets, train new tenants on use and access to work order system, building operations, etc. 
• Set up new tenants/tenant contacts with access to iTendant (tenant request system) and Electronic Tenant Handbook (tenant information/communication system).

General Administrative Responsibilities:

• Assist PM and property staff as directed.
• Perform general reception duties – greet walk-in tenants, visitors, vendors and contractors; handle their needs or direct them to the appropriate staff.
• Open and/or close the management office as required.
• Answer all incoming telephone calls and handle their needs and questions or direct them to the appropriate staff in a timely and courteous manner.
• Receive and process mail and packages including date stamping and distributing all incoming mail.
• Maintain postage meter and related supplies.
• Ensure proper operation of the phone and internet systems.
• Maintain adequate levels of office supplies as directed by the PM and/or Assistant Property Manager (APM).
• Ensure copier, fax or any office equipment is properly stocked and in working condition. 
• Maintain all files, including tenant lease files, vendor files, service contracts, construction, and other miscellaneous files as directed by the PM and/or APM.
• Scan and upload documents as directed by PM and/or APM.
• Maintain personal property logs and update when new equipment/furnishings are purchased.
• Assist with the preparation, printing, and distribution of tenant newsletters or e-mails, as applicable.  May be done in conjunction with the APM and/or the building Concierge. 
• Website (Electronic Tenant Handbook and/or iTendant) administration – post tenant notices/memos as directed by PM/APM including but not limited to holiday hours, office closures, lobby events, and fire alarm tests.

Insurance

• Maintain insurance certificates consistent with PRP’s requirements for all tenants and vendors, updating as required.
• Coordinate with APM to ensure new certificates are input into Yardi as they come in.
• Send 30-day notices when insurance certificates are set to expire.
• Work with tenants to obtain timely and accurate vendor/contractor certificates of insurance for their contracted services, notifying PM or engineering staff if issues arise.

Building Operations

• Assist with communication with engineering and security staff.
• Monitor tenant requests through iTendant, following up to ensure satisfactory completion of each request.
• Process tenant request forms including billbacks.
• Manage building conference room schedule, set-up, take-down, and billings as required.  Ensure any use contracts are signed, per procedure.
• Manage Fitness Center access including waivers and access cards as required.
• Be familiar with building emergency procedures manual to be able to direct tenants during emergency situations.
• Assist with tenant moves as required.
• Update tenant/vendor contact books including emergency contact lists as necessary.
• Assist with security and janitorial communication including daily tenant requests, afterhours access, etc.
• Assist with construction projects as directed by PM.
• Ensure orderly loading dock operations consistent with building rules and regulations.
• Assist with parking operations as directed by PM (may include parking sticker/tokens, cash reconciliations, offsite parking coordination, sales tax, etc.).
• Maintain updated information in building access system and distribute/delete access cards as needed.

Accounting

• Receive batches of checks from accounting, match to submitted invoices verifying check details.  Mail checks to vendors.
• Cross train with APM position to cover certain duties as directed when APM is out of office.
• Other administrative or accounting functions as necessary for the property’s staffing level and as directed by the PM.

All other duties as assigned