Key Responsibilities and Required Skills for Tenant Service Representative

🎯 Role Definition

The Tenant Service Representative (TSR) is the frontline ambassador for property management operations and resident relations. This role handles daily resident communications, processes leasing and renewal transactions, coordinates maintenance and vendor activity, enforces lease and community policies, and supports occupancy and retention initiatives. A successful TSR balances empathy-driven customer service with efficient administrative execution, using property management systems and data to drive timely resolutions and improve resident satisfaction.

This position is ideal for candidates with experience in multi‑family or residential property management, strong interpersonal skills, and a track record of delivering results through excellent follow‑through, organization, and systems knowledge.

📈 Career Progression

Typical Career Path

Entry Point From:

Leasing Consultant or Leasing Agent
Front Desk / Concierge or Customer Service Representative
Administrative Assistant with property support responsibilities

Advancement To:

Senior Tenant Services Representative / Lead TSR
Assistant Property Manager / Leasing Manager
Property Manager or Community Manager
Regional Property Management or Resident Experience Manager

Lateral Moves:

Maintenance Coordinator / Facilities Coordinator
Resident Retention Specialist
Resident Billing & Collections Specialist

Core Responsibilities

Primary Functions

Serve as the primary point of contact for residents via phone, email, text, and resident portals (Entrata, Yardi, RealPage), responding to inquiries within defined SLA windows and documenting all communications in the property management system.
Receive, triage, prioritize, and create detailed work orders for maintenance requests, ensuring accurate documentation of issue, photos, access instructions, and resident preferences; track status and follow up until completion.
Schedule and coordinate maintenance technicians and third‑party vendors for routine and emergency repairs, confirm arrival windows with residents, and verify quality and timeliness of completed work.
Conduct move‑in and move‑out inspections, document condition reports with photos, coordinate cleaning and turnaround activities, and process keys/access changes to ensure fast and compliant unit turnover.
Prepare, review, and execute lease agreements, addendums, renewals, and lease terminations; ensure resident acknowledgement of policies, application of correct rents, concessions, and fees.
Process rent payments, partial payments, and miscellaneous billing (pet fees, parking, utility billing), post charges and credits in the accounting module, and follow standard delinquency workflows to escalate late accounts.
Manage delinquency and collections support by making proactive outreach, documenting payment promises, coordinating with accounting and legal teams on notices and eviction processes as needed.
Lead leasing functions including scheduling and conducting property tours, answering prospect questions, qualifying applicants, coordinating application submission and screening, and communicating leasing decisions.
Enforce community rules, parking regulations, and lease covenants with a consistent, fair approach; issue notices and document incidents in accordance with company policy and fair housing laws.
Administer resident onboarding tasks: set up utility accounts, provide move‑in orientation, supply community resources, and introduce digital tools (resident portal, package tracking).
Receive and process deliveries and packages; maintain package room procedures, notify residents of arrivals, and log inventory to reduce loss and liability.
Maintain accurate resident files, documentation, and compliance records (ID verification, guarantor info, emergency contacts), ensuring accessibility during audits and inspections.
Monitor common area cleanliness and safety, report hazards, coordinate custodial or landscape vendors, and escalate facility issues to management to maintain curb appeal and habitability standards.
Facilitate resident events, communications, and retention programs (welcome initiatives, resident satisfaction surveys, renewal incentives) to support occupancy and Net Promoter Score improvements.
Create and publish resident notices, community newsletters, and digital updates (portal posts, email blasts) to communicate maintenance schedules, policy changes, and community events.
Use property management reporting tools to pull occupancy, delinquency, work order, and leasing metrics; provide routine reports to the Property Manager and recommend operational improvements based on trends.
Assist with keys and access control management, including issuing and logging keys, fobs, and gate access, and coordinating with security and IT when access issues arise.
Respond to after‑hours emergency calls per escalation protocols (flooding, HVAC failures, security incidents) and coordinate on‑call vendors or staff to mitigate resident impact.
Support fair housing and safety compliance by participating in trainings, applying non‑discriminatory leasing practices, and ensuring documentation meets regulatory standards.
Upsell ancillary services and community amenities (parking, storage, insurance programs, premium units) during resident interactions to maximize revenue and resident value.
Coordinate move‑out billing and security deposit accounting, reconcile charges, and communicate itemized statements to departing residents in accordance with state laws and company policy.
Participate in property inspections, inventory of supplies, and audit preparation; correct documentation gaps and collaborate on action plans to improve operational readiness.

Secondary Functions

Provide administrative support for property operations including filing, mail processing, and office supply management.
Assist Property Managers with vendor onboarding, tracking vendor insurance and contracts, and facilitating vendor scoring and performance reviews.
Support leasing marketing initiatives by preparing vacancy listings, photographing units, posting ads on listing platforms, and tracking lead sources.
Train and mentor new front‑office staff on property systems, customer service standards, and operational workflows.
Participate in resident satisfaction initiatives and participate in root cause analysis to reduce recurring maintenance issues or resident complaints.
Maintain inventory of keys, forms, leasing kits, and amenity supplies; reorder items and update inventory logs as needed.
Contribute to periodic rent audit processes by reconciling rent rolls and cross‑checking system accuracy.
Collaborate with accounting on invoice approvals and discrepancy research for communal charges or late fees.
Support seasonal or special projects such as amenity upgrades, lease audit projects, or community beautification events.
Coordinate with marketing to compile resident testimonials and community content for social media and listings.

Required Skills & Competencies

Hard Skills (Technical)

Property management software proficiency (Yardi Voyager, Entrata, RealPage, ResMan, MRI).
Resident portal administration and CRM usage for lead and resident tracking.
Lease administration and basic knowledge of lease clauses, renewals, and addendums.
Work order management and experience using maintenance tracking systems and vendor portals.
Rent collection processes, posting payments, prorations, and basic accounts receivable reconciliation.
Knowledge of fair housing laws, privacy requirements, and local landlord‑tenant regulations.
Basic bookkeeping and familiarity with property accounting terminology (rent roll, delinquency reports).
Microsoft Office Suite (Excel for basic reporting, Word, Outlook) and Google Workspace.
Experience with online listing platforms and lead generation channels (Apartments.com, Zillow, Craigslist).
Use of electronic signature platforms (DocuSign, Adobe Sign) and digital document management.

Soft Skills

Exceptional customer service orientation with a focus on empathy, active listening, and resident retention.
Strong verbal and written communication skills for professional resident correspondence and reporting.
Conflict resolution and de‑escalation skills to manage complaints, neighbor disputes, and sensitive situations.
Highly organized with excellent attention to detail for lease accuracy, documentation, and follow‑through.
Time management and prioritization skills to balance urgent maintenance issues and routine administrative tasks.
Problem solving and critical thinking to identify root causes and propose effective, timely solutions.
Teamwork and collaboration to work cross‑functionally with maintenance, leasing, and accounting teams.
Resilience and adaptability to handle a fast‑paced environment and changing resident needs.
Professionalism and integrity when handling confidential resident and financial information.
Sales and negotiation skills to convert prospects, promote renewals, and upsell community services.

(Additional sought skills: bilingual communication, customer relationship management, emergency response coordination, community engagement and event planning.)

Education & Experience

Educational Background

Minimum Education:

High school diploma or GED.

Preferred Education:

Associate’s or Bachelor’s degree in Business Administration, Real Estate, Hospitality Management, Communications, or related field.

Relevant Fields of Study:

Business Administration
Real Estate
Hospitality Management
Communications
Marketing

Experience Requirements

Typical Experience Range:

1–3 years of experience in property management, leasing, hospitality front desk, or customer service roles for entry to mid‑level TSR positions.

Preferred:

2–5 years of progressively responsible experience in multi‑family residential property management or community leasing.
Demonstrated experience with property management platforms (Yardi, Entrata, RealPage), lease administration, rent collection procedures, and vendor coordination.
Experience in a high‑volume leasing office, multi‑site portfolio, or mixed‑use community is a plus.
Certifications and training such as Certified Apartment Manager (CAM), National Apartment Association (NAA) coursework, or Fair Housing certification are advantageous.