Client Service Manager

Summary of Position

The role of the Client Service Manager is to provide support to the Property Management, Hospitality Teams and Customers by delivering exceptional customer service and effectively managing the building office. The role requires a customer-facing professional appearance and speaking manner at all times. A calm demeanor in the face of multitasking and a high-volume environment is necessary to the success of the daily engagements with customers and staff.

Hospitality Responsibilities

• Put the customer at the forefront of every decision.
• Resolve customer complaints as appropriate to maintain a high level of customer satisfaction and quality with a sense of urgency.
• Actively support property management staff in fostering lasting and effective relationships with a focus on customer satisfaction.
• Work collaboratively with the property management, hospitality teams, engineers, experience ambassador and ZO programming team to effectively manage the office and ZO programming initiative.
• Assist with ZO event planning as needed.

Financial / Operational Responsibilities

• Provide support to ensure smooth operations of the Property Management Office (PMO). This includes ordering and stocking office supplies and refreshments, assisting with managing phone systems and IT requests, and conference room setup.
• Notify General Manager (GM)/Property Manager (PM) regarding any repeat customer issues or significant problems.
• Process invoices in a timely manner confirming charges against existing contracts, budget and proposals minimizing the manual accruals and reclasses.
• Manage the close-out of work orders in the Angus work order system ensuring correct billing for services provided.
• Support issuance of the monthly paperless rent statements inclusive of relevant back-up.
• Annual budget input for all office expenses, work order income and expense at the guidance of the OM.
• Manage the window cleaning by creating the schedule and coordinating cleaning access with our customers.
• Maintain organized soft copy building files on the internal cloud-based server.
• Oversee the building office files—organizing, labeling and filing as needed.
• Follow-up with building vendors and contractors on daily service issues.
• Maintain the customer portal to ensure current building communication and procedures are available to our customers.
• Assist the PMO team in drafting and distributing communications via email or other platforms.
• Manage and redirect incoming phone calls with courtesy and professionalism.
• Manage incoming/outgoing USPS and delivery service communications.
• Manage and update customer platforms including AlertMedia (emergency notification), Cloudgate (visitor management), Jones (insurance tracking), MRI/Angus (workorders), Genea/WebCtrl (after-hours HVAC), and ZO CMS.
• Manage and distribute updates to customer and team member contact lists.
• Manage and update lobby digital directories.
• Manage customer and vendor insurance compliance through Jones.
• Maintain contacts in Alert Media emergency notification system.
• Process vendor access requests and add to Outlook calendar.
• Distribute after-hours schedule to the building team via email.
• Update weekly the building access physical occupancy tracker.
• Coordinate with PMO team for customer onboarding and move-in/move-out procedures.
• Assist with coordinating building staff events and stand-up meetings.

Qualifications & Requirements

• Bachelor's degree required.
• At least 1 to 3 years of experience in an administrative role.
• Commercial real estate background preferred.
• Must be able to work well in a fast-paced environment.
• Comfortable representing Tishman Speyer's hospitality initiative.
• Strong customer service skills – must have superior customer service approach to problem resolution.
• Sufficient knowledge and ability to utilize the following software: Microsoft Office, Word, Excel, Outlook, PowerPoint.
• Ability to effectively listen and respond to internal and external customers.
• Ability to understand and communicate in English, verbally and in writing.
• Demonstrated ability to leverage emerging technologies, including artificial intelligence, automation, and data-driven tools, to improve efficiency, enhance decision-making, and drive innovation.
• Onsite presence is required for this position.

Pay & Benefits

• Base compensation range: $70,000 to $80,000.
• Eligible for a discretionary annual bonus.
• Comprehensive medical, dental, and vision insurance.
• Life and disability insurance.
• 401(k) plan with matching contributions.
• Wellness benefits and all other benefits afforded to full-time Tishman Speyer employees.