Job Description

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.

Reports To: District or Area Property Manager

Supervises: No direct reports

Compensation: Non-Exempt/Hourly

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.

CORE VALUES:

• Positive Team Player
• Creative Solution-Oriented
• Industrious
• Knowledgeable
• Trustworthy

RESPONSIBILITIES & PROJECTS

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.

Requirements

QUALIFICATIONS

• 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
• Prior leasing experience preferred but not required
• Knowledge of Microsoft Office and Outlook

Minimum Physical Expectations:

• 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.

Minimum Environmental Expectations:

• This position will require working indoors.
• This is an in-person position
• This position could face very stressful situations from time to time