Resident Support Specialist

Gillespie Property Management•Lansing, MI

2d•Onsite

About The Position

Gillespie Group specializes in the management, development, and reimagination of residential and commercial real estate properties throughout the state of Michigan. We don't just develop and manage buildings – we create energy and foster innovation through our 5-STAR Experience. Driven by a relentless creative spirit and a passion for reinvention, Gillespie Group is here to make a difference one inspiring project at a time. With more than three decades of experience, we've built a portfolio of over 2,000 multifamily homes and 810,000 square feet of commercial-retail space. We believe in adapting to Michigan’s changing needs and constantly rethinking our approach to offer residents and businesses the best possible experience. At Gillespie Group, we’re working to rejuvenate Michigan by investing in the communities and creating interconnected neighborhoods that promote efficiency, growth, and positive change. 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.

Requirements

High school diploma or equivalent and 1-2 years of experience in property management, customer service or like-kind field or equivalent combination of education and experience
This position requires the ability to handle challenging conversations and effectively de-escalate situations with customers.
Maintain a professional appearance and positive attitude
Organized, with excellent written and verbal communication skills
Knowledge of Microsoft Office and Outlook
Gillespie Group requires a background and drug screen as a condition of employment and passing of required physical testing.
A valid driving license, vehicle, and current automobile insurance are required.
The position requires individuals to furnish their own vehicle to fulfill all the job’s functions.

Nice To Haves

Prior leasing experience
Property management experience

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.