Tenant Service Representative (Commercial Property Management)

Job Description Job Description Tenant Service Representative Commercial Property Management NYC Office Building Portfolio Fully in-office Monday- Friday TENANT SERVICE REPRESENTATIVE Reports To: Property Manager / Assistant Property Manager Supports the PM and APM with day-to-day operations; serves as the primary tenant-facing contact for service coordination, administrative support, and communications. 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 • Monitor the MRI Angus Work Order System to ensure timely response and resolution of service requests • Coordinate additional tenant services including freight elevator use, OT HVAC, cleaning, extermination, and amenity reservations • Issue building access cards to tenants and authorized personnel • Follow up with building staff to ensure tenant requests and complaints are addressed promptly • 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 Property Manager 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 and follow up on outstanding balances • Respond to tenant billing inquiries and provide supporting documentation as needed • Prepare monthly arrears reports for review by the Management Team and Ownership • Ensure Tenant Certificates of Insurance are in compliance and up to date • Ensure Certificates of Insurance for building and tenant vendors are in compliance and up to date • Collaborate with Property Managers 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 • Provide administrative support to the Property Manager and Assistant Property Managers • Prepare contracts and purchase orders as needed, under the direction of the Property Manager • Coverage for office manager 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