Case Manager

Full Job Description

The Case Manager is responsible for providing comprehensive assessment, planning, advocacy, and service coordination for clients. This role works directly with clients to identify their needs, develop personalized action plans, coordinate necessary services or vendor support, and monitor ongoing resolution to ensure operational efficiency, client satisfaction, and overall compliance.

WARNINGS:

• NO TEMPORARY workers.
• Working schedule from Monday to Friday from 8:30 am until 5:00 pm EST.
• NO working for another company at the same time.
• NO hiring subs to do what we hired you to do.
• We terminate immediately due to these violations.

Citiside Properties is a property management company that manages properties for investors with portfolios of homes and/or multi-unit apartments needing off-site management.

Core Values we expect team members to remember:

• Trust.
• Go Getter.
• Transparency.

Job Responsibilities

• Conduct initial client intake assessments to evaluate maintenance, account status, and operational needs.
• Develop, implement, and periodically review individualized case management plans to resolve tenant or account issues with measurable benchmarks.
• Coordinate with internal maintenance teams, external contractors, and vendors to ensure timely resolution of service requests and agreements.
• Maintain regular communication with clients via phone and email to track issue resolution and uphold service level standards.
• Document all client communications, service requests, and vendor agreements accurately in the internal operations database within established deadlines.
• Advocate on behalf of clients to streamline operational processes, resolve disputes, and maintain high standards of client retention.
• Collaborate with account managers, administrative staff, and operations teams to optimize daily service delivery.
• Ensure full compliance with company policies, service level agreements, contract terms, and industry standards.

Job Requirements

• Education: Bachelor’s degree in Business Administration, Communications, or a related field preferred.
• Experience: Minimum of 1–3 years of experience in account management, case management, operations, or client support.
• Skills: Strong conflict resolution, active listening, and problem-solving abilities. Excellent organizational skills and proficiency with operations software or database systems.

Skills Required

• Customer Support - Intermediate

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