Resident Support Specialist

Gillespie Property Management•Blackman Charter Township, MI

8d•Onsite

About The Position

The Resident Support Specialist is the go-to connection between residents and the property team, dedicated to delivering a 5-star living experience from move-in, renewal, to move-out. This role blends customer service, leasing support, and community engagement to build lasting relationships, drive retention, and ensure operational excellence. Gillespie Group requires a background and drug screen as a condition of employment. A valid driving license, reliable transportation, and current automobile insurance are required. The position requires individuals to furnish their own vehicle to fulfill all the job’s functions.

Requirements

High school diploma or equivalent
Solution-oriented
Skilled at de-escalating & solving issues
Prior customer service experience
Maintain a professional appearance and positive attitude
Organized, with excellent written and verbal communication skills
Knowledge of Microsoft Office and Outlook
Physical activity that often requires keyboarding, sitting, and phone communication
Physical activity that often requires extensive time working on a computer
Specific vision abilities required include close vision, depth perception, and the ability to adjust and focus. Must hear and speak well enough to conduct business over the telephone or virtually face-to-face (in English) for long periods of time.
This position will require working indoors.
This is an in-person position
This position could face very stressful situations from time to time

Nice To Haves

Prior leasing experience preferred but not required

Responsibilities

Deliver 5-star resident & future resident service through clear, professional communication via phone, email, and virtual channels.
Build strong resident relationships by preparing, communicating, and distributing timely lease communications and a thorough overview during the lease signing process.
Conduct scheduled follow-ups with new residents at 30, 60, and 90 days to ensure a smooth transition and positive living experience.
Act as a proactive liaison between residents and site teams regarding work orders, providing updates and ensuring prompt resolution.
Follow up within 24 hours of work order completion to confirm satisfaction.
Address resident concerns quickly, professionally, and effectively.
Assist with the property renewal program to ensure focus on maximizing resident retention and conversion rates.
Execute proactive renewal outreach at 180, 90, 60, and 30 days before lease expiration.
Ensure adherence to all local, state, and federal Fair Housing regulations.
Ensure resident satisfaction is being met through online review platforms.
Work closely with the leasing and service teams to achieve property performance goals.
Maintain clear and consistent communication between departments.
Assist the property manager with day-to-day operational needs.