Key Responsibilities and Required Skills for Tenant Services Coordinator

🎯 Role Definition

As a Tenant Services Coordinator, you are the central hub of communication and service for our tenants, property management team, and vendors. You will be instrumental in fostering a positive and collaborative community within the building by proactively addressing tenant needs, managing service requests, and coordinating daily operational activities. This role is perfect for a highly organized and personable individual who thrives on creating exceptional experiences and ensuring the smooth and efficient operation of a first-class commercial property.

📈 Career Progression

Typical Career Path

Entry Point From:

Administrative Assistant (in a corporate or real estate setting)
Customer Service Representative (with a focus on high-touch service)
Hospitality Professional (e.g., Front Desk Manager, Concierge)

Advancement To:

Assistant Property Manager
Property Manager
Tenant Relations Manager

Lateral Moves:

Facilities Coordinator
Leasing Coordinator

Core Responsibilities

Primary Functions

Serve as the primary point of contact for all tenant inquiries, requests, and concerns, ensuring timely, professional, and courteous resolution to foster positive tenant relationships.
Manage and dispatch all tenant service requests through the property's work order system (e.g., Yardi, Building Engines), tracking them from initiation to completion and ensuring tenant satisfaction.
Build and maintain strong professional relationships with tenants, acting as a visible and accessible resource for their day-to-day needs and long-term satisfaction.
Coordinate and schedule vendor access for maintenance and repairs, ensuring proper insurance certificates are on file and all building procedures are followed.
Assist the Property Manager with the accounts receivable process, including sending rent reminders, following up on delinquent payments, and preparing related correspondence.
Process and code all accounts payable invoices for property-related expenses, ensuring accuracy and adherence to budget guidelines before submitting for approval.
Conduct new tenant orientations, providing welcome packages, reviewing building policies and procedures, and ensuring a smooth and positive move-in experience.
Coordinate tenant move-ins and move-outs, working closely with engineering, security, and moving companies to ensure seamless transitions with minimal disruption to the property.
Prepare and distribute all official tenant communications, including memos, newsletters, building notices, and emergency notifications, under the direction of the Property Manager.
Maintain and update essential building documentation, including tenant and vendor contact lists, emergency contact information, and lease administration files.
Manage the building's access control system, including the programming, distribution, and auditing of access cards and fobs for tenants and vendors.
Oversee the scheduling and management of building amenities, such as conference rooms, fitness centers, and common areas, ensuring they are well-maintained and ready for use.
Perform regular inspections of common areas, lobbies, restrooms, and vacant suites to ensure they meet the highest standards of cleanliness, safety, and presentation.
Assist in planning and executing tenant appreciation events and community-building activities designed to enhance the overall tenant experience and foster a sense of community.
Maintain a comprehensive system for tracking and managing Certificates of Insurance (COIs) for both tenants and vendors, ensuring all parties are compliant with lease and contract requirements.
Generate, prepare, and distribute various operational and financial reports as requested by property management, including work order summaries, tenant receivables, and incident reports.

Secondary Functions

Assist the Property Manager in preparing annual operating budgets by gathering expense information and tracking service contract renewals.
Support leasing efforts by preparing vacant spaces for tours and maintaining a log of marketing and tour activities.
Order and maintain an inventory of office and building supplies, ensuring the property management office is well-stocked and organized.
Develop and maintain the Tenant Handbook and other building resource guides, updating them as policies and procedures evolve.
Act as a liaison between tenants and various internal departments, including engineering, security, and accounting, to facilitate efficient communication and problem-solving.

Required Skills & Competencies

Hard Skills (Technical)

Property Management Software: Proficiency in platforms such as Yardi, MRI, Building Engines, or similar work order and property management systems.
MS Office Suite: Advanced skills in Microsoft Word, Excel, Outlook, and PowerPoint for creating reports, tracking data, and managing communications.
Basic Accounting Principles: Solid understanding of accounts payable (A/P) and accounts receivable (A/R) processes, including invoice coding and rent collection.
Lease Administration: Familiarity with commercial lease terminology and the ability to interpret basic lease clauses related to tenant services and obligations.
Vendor Management: Experience in coordinating with external service providers, including scheduling, verifying insurance, and overseeing quality of work.

Soft Skills

Exceptional Customer Service: A genuine passion for delivering a five-star service experience with a positive, patient, and professional demeanor.
Superior Communication: Excellent verbal and written communication skills for interacting clearly and effectively with tenants, vendors, and internal teams.
Problem-Solving & Conflict Resolution: The ability to think critically, address tenant complaints gracefully, and find effective solutions to unexpected challenges.
Organization & Time Management: Meticulous attention to detail with the capacity to multitask, prioritize a high-volume workload, and meet deadlines in a fast-paced environment.
Proactive & Resourceful: A self-starting attitude with the initiative to anticipate needs, identify potential issues, and take ownership of responsibilities without constant supervision.

Education & Experience

Educational Background

Minimum Education:

High School Diploma or equivalent.

Preferred Education:

Associate's or Bachelor's Degree.

Relevant Fields of Study:

Business Administration
Real Estate
Hospitality Management
Communications

Experience Requirements

Typical Experience Range: 2-4 years of experience in a customer service, administrative, or operational role.

Preferred: Direct experience in commercial property management, residential property management, or high-end corporate hospitality is highly desirable.