Resident Support Specialist

Description

ABOUT GILLESPIE GROUP

Creative Solutions. Positive Change. 

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.

For additional information about Gillespie Group, please visit www.gillespie-group.com or connect with us on Facebook, Instagram and LinkedIn.

OUR CORE VALUES:

• Positive Team Players – We are here by choice and passion. We respond with positivity, credit goes to the team, we work hard and play hard, we are focused on the success of our customers, investors and team.
• Creative Solution Oriented – We are trailblazers. We invent and reinvent when called on, we are a catalyst for change – always looking ahead, we listen, we respond, we act.       
• Industrious – We’ve got grit. We are driven and hardworking, we do more than is expected, we are resourceful – we work the problem, we work until the job is done, not until the clock chimes.
• Knowledgeable – We know our shit. We are champions of our skill, we live, eat and breathe what we do, always learning, we are growth minded – in constant pursuit of improvement. 
• Trustworthy – We do the right thing when no one is looking. We are reliable, we do what we say, we support one another.

POSITION SUMMARY:

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.

KEY RESPONSIBILITES:

Create Exceptional Resident Experiences

• 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.

Drive Retention & Renewals

• 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.

Support Team Success & Operational Excellence

• 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.  

WORK ENVIRONMENT

• Gillespie Group is an in-person workplace. 
• We value in-person collaboration and live by the motto “work hard – play hard.” 
• All team members are expected to work onsite Monday through Friday during standard business hours, unless otherwise specified by their role or designated shift.
• Physical Requirements: Prolonged periods of sitting with extensive phone and computer use; occasional movement between buildings; ability to lift up to 15 lbs. occasionally.

The above statements are intended to describe the general nature and level of work being performed by people assigned to this job. They are not intended to be an exhaustive list of all responsibilities and may be modified periodically. 

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
• Preferred: Prior leasing experience, property management 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.

Disclaimer

This posting is not an exhaustive list of duties and responsibilities that may be performed in this position. Gillespie Group reserves the right for supervisors/managers to assign, direct and control the work of employees under their supervision. All duties and responsibilities of this position are essential functions of the position.  

Gillespie Group is an equal-opportunity employer.