Tenant Services Administrator

Salary Range: $55,000.00 To $65,000.00 Annually

The Tenant Services Administrator plays a vital role in delivering an exceptional tenant experience by serving as a primary point of contact for tenants, vendors, and visitors. This role is highly service-focused, supporting daily interactions, acting as the main point of contact for inquiries, and ensuring tenants feel supported, informed, and valued within their workplace environment.

Working closely with Property Management, Tenant Experience, and Operations teams, the Tenant Services Administrator helps coordinate tenant requests, organize events, and collaborate with tenants to maximize their on-site experience. This role fosters positive relationships and promotes a strong customer-service culture throughout the portfolio.

• Ensure a high level of tenant relations is maintained through regular contact and proactive attention to tenant needs
• Professionally and courteously handle all inquiries, feedback, complaints, or concerns in a timely manner
• Review Tenant Experience Survey results providing responses where necessary
• Foster a strong customer service culture amongst all team members
• Promote usage of tenant-facing technology
• Ensure accuracy and completeness of tenant chargeback invoices, obtaining written sign-off from tenants prior to commencing projects or requests
• Respond to tenant and visitor inquiries, escalating complex issues when needed
• Coordinate with tenant move-in/move-out processes, including parking, signage, and welcome breakfast/tour/presentation, along with closeout walk-through following project completion
• Assist in parking administration and coordinate with third-party parking management
• Maintain, process and distribute tenant correspondence, letters, notices, and memos
• Maintain up to date records of interactions with tenants, including bookings
• Manage the program planning and Tenant Experience Calendar for properties within portfolio, in line with overarching Tenant Experience Calendar.
• Review tenant insurance certificates, and other documents to ensure compliance and maintain up-to-date records.

• Execute tenant events and community-building activities such as holiday breakfasts, BBQs, and appreciation days with guidance from tenant experience team
• Provide administrative support to Tenant Experience and Marketing teams to support campaigns and communications, and increase service levels
• Coordinate on-site fitness classes, wellness programs, and other tenant amenities
• Assist with annual fire drills and fire warden meetings, ensuring compliance with fire safety plans, and coordinate maintenance as required
• Maintain and update tenant, vendor, and contractor contact information, including fire warden lists and emergency contacts. Conduct regular reviews of lists.

• Support the Tenant Request and Preventative Maintenance programs; ensure work orders are completed promptly
• Review and verify tenant insurance certificates annually to confirm they are up to date
• Prepare documents, letters, meeting minutes, and reports as requested through the use of AI templates
• Answer the main telephone line and act as main point of contact for inquiries through Connect by Crown and respond to general inquires
• Maintain online filing systems for correspondence, invoices, and contracts
• Manage meeting room bookings and conference call setups
• Keep office and common areas neat, stocked, and welcoming.
• Handle incoming and outgoing mail and courier services.

• Post-secondary education in Hospitality and Tourism, Marketing, Business Administration, or related field,…