Senior Tenant Services Administrator

Summary:

This position is responsible for 1) communication and coordination with tenants, vendors and building staff on site on a wide range of building issues; 2) administrative functions relating to the daily operation of the property; and 3) administrative and project support to the General Manager and/or Property Manager.

Essential Duties and Responsibilities include the following. Other duties may be assigned.

Completes all work in an accurate, thorough and timely manner demonstrating a sound understanding of area of responsibility.

Customer Service:

• Anticipate and respond to customer needs demonstrating professionalism, courtesy, and sensitivity in all contacts.
• Answer telephones professionally and promptly and refer callers appropriately (e.g. answer within 3 rings; ensure appropriate coverage when away from desk, etc.).
• Research and respond to requests for information, service or assistance by telephone or by e-mail promptly and thoroughly within established timeframes.
• Develop effective working relationships with customers to establish a point of contact for future requests for information, service or assistance.
• Appropriately respond to customers and refer difficult customer situations to manager(s) as appropriate.
• Proactively share information with appropriate parties. Communicate issues clearly, concisely and in a timely manner. Effectively communicate with customers so they know exactly what to expect.
• Meet all deadlines and commitments to others considering customer impact in all actions and decisions.
• Effectively coordinate with others or work independently to resolve or ensure resolution of issues or problems in a timely manner

Accounts Payable:

• Receive, track, prepare and/or process purchase orders, work orders, service agreements, and vendor invoices accurately, prior to all invoices being received.
  
  
  
  • Ensure receipt of signed order and billing from vendor prior to invoice being received
  • Match invoices to packing slips
  • Ensure accuracy of invoices
  • Code invoices
  • Input into accounting system
  • Obtain approvals
  
  
  
  
• Ensure all invoices are paid in the month budgeted and refer to the accounting calendar regarding the last check run for that month.

Accounts Receivable:

• Accurately prepare and input tenant and vendor billings within stipulated time frame on vendor contracts and within five days for tenant billings.
• Process accounts receivable including the timely application of cash and credits on a daily basis in an accurate and timely manner.
• Proactively contact tenants about past-due rent, report to General Manager/Property Manager on the status, and attempt to resolve with assistance from manager.
• Accurately process late fees and interest charges for all tenants by designated date each month.
• Prepare accurate aged receivables report with thorough and clear collection comments to the General Manager/Property Manager on designated dates each month.

Building Operations:

• Maintain current, accurate and complete tenant and vendor certificates of insurance through BCS tracking system. Prepare accurate correspondence to tenants to proactively request certificates in a timely manner prior to expiration.
• Prepare Tenant Service Requests (TSR's), prioritize and/or refer within appropriate timeframe based upon the urgency of the order, and input into the tenant service request system accurately and within designated timeframe.
• Follow through within the same day of request for building access, including after hours access. Issue new and lost building access cards according to established procedures.
• Prepare accurate and timely correspondence to tenants and vendors as directed by General Manager/Property Manager.
• Effectively coordinate relationships with those vendor(s) as designated by General Manager/Property Manager. Monitor vendor(s') performance to ensure compliance with the specifications/terms of their contract.
• Ensure timely and accurate completion of specific Property Compliance audit recommendations as directed by the General Manager/Property Manager.
• Provide accurate and timely status reports to General Manager/Property Manager regarding tasks, projects and operational issues.
• Perform daily inspections for areas as designated by General Manager/Property Manager; complete accurate and timely work orders for the necessary repairs as approved by General Manager/Property Manager; complete accurate and timely inspection forms.
• Effectively coordinate building fire drills, pre-drill meetings and updates of the building Life Safety manual. Accurately and thoroughly complete all tasks within established timeframes.
• Maintain an accurate and current list of all Floor Wardens and customers that may need special assistance, performing periodic reviews at least monthly. Monitor the floor warden training provided to the customers to ensure wardens have a full understanding of their roles.
• Effectively coordinate tenant move-in and move-out procedures based on customer service plans established by General Manager/Property Manager completing all tasks in a timely manner.
• Accurately and completely implement those customer service guidelines established by General Manager/Property Manager within designated timeframes.
• Coordinate tenant events as delegated by General Manager/Property Manager. Perform all tasks accurately, completely and within designated timeframes.
• Review and maintain accurate, current and complete records of vendors, tenants, emergency contacts, special projects, tenant lease files, building contract files and general building files. Distribute as needed to appropriate parties and ensure items are filed/stored within designated timeframes.
• Effectively cross train with other Property Management Office staff on operational issues as delegated by General Manager/Property Manager to provide timely and accurate backup, plus greater experience and development.

Office Services:

• Open (as appropriate), date stamp, and appropriately distribute all incoming mail from all sources (USPS, FedEx, UPS and messenger correspondence) upon receipt in the office.
• Organize and keep current Evergreen files, central office files, and work files in individual workspace to enable other staff to obtain information as needed. Appropriately safeguard confidential or proprietary information.
• Promptly coordinate the maintenance and repair of all office equipment.
• Order and maintain inventory of office supplies to ensure adequate supplies are obtained in a cost-effective manner meeting budget demands.
• Complete assigned projects ensuring high quality deliverables within established timeframes.

Non-Essential Duties and Responsibilities: None

Location/Position Specific Responsibilities:

• May vary depending upon location.
• Manage tenant reservations for amenity centers and/or conference rooms.
• Serve as the central point of contact for programming in common areas and amenity spaces. Help support the tenant relations program for the building.
• Leverage event planning and community building best practices to create memorable experiences for our tenants.
• Propose and coordinate monthly tenant events and other programming in amenities areas; create and manage budget for programming in amenities areas.
• Design, edit and create print and digital marketing materials for building events and announcements, including flyers, e-mails, signage, newsletters, and other marketing collateral.
• Assist with the accurate and complete production of the MAP report and ensure its timely delivery to SRS corporate office.
• Review assigned operating expenses as designated by General Manager/Property Manager within 3 days of close of books for month and prepare clear and thorough variance explanations for General Manager/Property Manager.
• Bid specific vendor contracts as designated by General Manager/Property Manager prior to expiration of contract. Perform all tasks accurately, completely and within designated timeframes.

Supervisory Responsibilities: None

Essential Skills and Qualifications:

• Working knowledge of general office procedures and practices as evidenced by 1-3 years of experience in a related function (years of experience increase based on title/grade).
• Working knowledge of customer services principles and practices as evidenced by 1-3 years of experience in a related function.
• Grades 105 and 106: General knowledge of accounting principles as applied to property management, budget preparation and maintenance of building accounts.
• Intermediate to Advanced proficiency with Microsoft Word and Microsoft Excel and ability to quickly learn property management system applications and similar programs used by all Shorenstein property management offices.
• Demonstrated ability to plan and prioritize work activities effectively.
• Demonstrated ability to move between tasks and remain focused.
• Demonstrated ability to communicate effectively both orally and in writing.
• Demonstrated ability to find, access, evaluate and use information.
• Demonstrated ability to read and comprehend instructions, correspondence, and memos.
• Demonstrated ability to write routine correspondence.
• Demonstrated ability to apply common sense understanding to carry out detailed but unusual written or oral instructions.
• Demonstrated accuracy and thoroughness in work.
• Demonstrated ability to manage difficult client situations effectively.
• Demonstrated ability to follow through to achieve results.
• Demonstrated ability to refer to established procedures to handle routine tasks, although at times may choose from established alternatives. Will seek manager to provide guidance and/or solve non-routine or more complex tasks.
• Demonstrated ability to perform as back-up to Tenant Services Coordinator.

Non-Essential Skills and Qualifications: None

Education/Experience:

• High School Diploma or general education degree (GED).
• Minimum three years' administrative experience in a professional business environment.
• Minimum one year of administrative experience in the property management industry.
• Experience with Yardi desirable.

Certificates, Licenses, Registrations:

• Notary services license may be desired in some locations.

Physical Demands:

• The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of the job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
• The employee is required to work at a personal computer for extended periods of time as well as talking on the phone for extended periods of time.
• The employee must be able to navigate the building to complete inspections on a regular basis.
• In some locations, may need to detect auditory and/or visual emergency alarms.
• In some locations, may need to bend or crouch to assist with conference room set-up.

Working Environment:

• Work environment characteristics are representative of those an employee encounters while performing the essential functions of the job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.
• The employee works primarily in an office environment.

Salary Range:

• $55,000 - $70,000(Salary range is consistent with what the business reasonably expects to pay a new hire. Actual pay is subject to a number of factors, including geography, experience, education, etc., and is subject to change).