Salary: 50,000-90,000

The Assistant Office Manager supports day-to-day operations of the property management office by delivering excellent customer service, resolving tenant issues efficiently, supporting rent collection and delinquency reduction, and maintaining strong relationships with landlords, tenants, and service partners. This role ensures smooth office coordination, accurate administrative processes, and consistent communication across all stakeholders.

• Customer Complaint Handling & Resolution
  
  Receive, document, and resolve tenant concerns, complaints, and service issues with professionalism and urgency.
  
  De-escalate difficult situations using empathy and problem-solving techniques.
  
  Follow up with tenants to confirm resolution and ensure satisfaction.
  
  Escalate sensitive or high-risk issues to management as needed and ensure proper documentation.
• Improve Tenant Satisfaction
  
  Maintain a positive tenant experience through proactive communication and service recovery practices.
  
  Coordinate and track maintenance requests and follow-ups to ensure timely completion.
  
  Identify recurring issues and suggest improvements to reduce complaints and increase retention.
  
  Support tenant engagement initiatives (updates, announcements, community notices, reminders).
• Rent Collection & Delinquency Reduction
  
  Monitor rent payments, send reminders, and support monthly collection processes.
  
  Follow up on delinquent accounts and maintain consistent communication to reduce outstanding balances.
  
  Support repayment plan coordination and track payment arrangements.
  
  Prepare reports for management on arrears, collection performance, and debt percentage trends.
  
  Assist with notices and documentation related to non-payment, following internal policies and local regulations.
• Office Operations & Coordination
  
  Coordinate office schedules, meetings, and internal administrative tasks.
  
  Maintain organized filing systems for tenants, landlords, and property records (digital & physical).
  
  Manage office supplies, equipment needs, and vendor communications for office operations.
  
  Support onboarding and training coordination for new staff (as needed).
  
  Ensure procedures are followed consistently and help improve office systems and workflows.
• Communication Support (Email + Phone + Walk-ins)
  
  Answer high-volume phone calls and respond to emails promptly and professionally.
  
  Direct inquiries to the appropriate team member and ensure follow-through.
  
  Maintain professional communication standards and customer service tone.
  
  Provide basic support to tenants and landlords regarding policies, payments, leases, and maintenance processes.
• Landlord & Client Relationship Support
  
  Maintain professional and responsive communication with landlords regarding property issues, rent status, and tenant concerns.
  
  Assist in preparing landlord updates, statements, and reports.
  
  Support coordination of inspections, property updates, and maintenance approvals.
  
  Help maintain strong client relationships by ensuring service standards are met.
• Administrative & Reporting Support
  
  Enter and update tenant/landlord information accurately in property management systems.
  
  Assist with lease documentation, renewals, notices, and correspondence templates.
  
  Track work orders, vendor invoices, and ensure approvals/documentation are complete.
  
  Prepare weekly or monthly performance summaries related to complaints, collections, and service timelines.

You can include these to make expectations crystal clear:

• Reduction in unresolved complaints / improved complaint resolution time
• Increased tenant satisfaction scores or fewer repeat issues
• Increased on-time rent payment rates / lower delinquency percentage
• Timely response to emails and calls