Client Relationship Manager (34 hours per week)

Association of Community Services; Columbia (MD); On-site; USD 48,000 - 55,000; Full time

Benefits offered by this job

Retirement with company match

Life insurance

Disability insurance

Paid Time Off (18 days)

10 paid holidays

Job summary

Neighbor Ride in Columbia, MD is seeking a Client Relationship Manager to build and maintain high-touch relationships with older adult passengers. The role operates four days a week in-office with after-hours support on evenings and weekends.

You will supervise the call center, assist with ride coordination, and collaborate with volunteers to ensure smooth service delivery. The ideal candidate has 2–4 years in client-facing roles, excellent listening skills, and proficiency with Microsoft Office

Qualifications

• 2 to 4 years’ experience in client-facing, customer service, or relationship-focused role.
• Warm, patient, and genuine interpersonal style, with comfort with older adults.
• Strong listening skills and the ability to build trust over the phone and in person.
• Proficiency in Microsoft Office 365.
• Reliable, organized, and detail-oriented, with the ability to juggle calls and requests calmly.
• Ability to execute and monitor established client service processes and implement improvements.
• Collaborative, team-oriented approach with cross-team collaboration.
• Discretion and care handling sensitive personal and health-related information.

Responsibilities

• Call Center Supervision: Manage the call center 4 days a week and assist with ride requests, passenger questions, and scheduling issues; provide escalation support to ride coordinators.
• Passenger Relationships: Engage with passengers to understand needs and ensure they feel supported.
• Community: Share information about aging resources in the community.
• Gathering Input: Collect feedback from passengers and relay themes to leadership; adjust client processes as needed.
• Onboarding New Passengers: Welcome and orient new riders to services and how to request rides.
• Cross-Team Collaboration: Work with Volunteer Manager to ensure smooth operations between volunteers and passengers.
• Storytelling Support: Surface passenger stories and photos to support fundraising and community outreach.

Skills

Customer service

Relationship building

Phone & in-person

Active listening

Office software

Detail-oriented

Collaboration

Discretion with sensitive info

Tools

Microsoft Office 365

Job description

About Neighbor Ride

Neighbor Ride is a nonprofit, supplemental transportation provider, serving Howard County’s older adult population since 2004.

Our Mission

Neighbor Ride enhances the health and quality of life of Howard County’s seniors by providing the comfort and peace of mind of affordable, passenger-focused transportation services through a reliable, volunteer-based system.

Our Vision

To continue and expand Neighbor Ride’s unique capability to offer local transportation that benefits the health and well-being of Howard County’s seniors and strengthens the community as a whole.

Since our founding in 2004, Neighbor Ride has provided over 287,000 trips for Howard County’s older adult population, powered by the simple volunteer model of neighbor helping neighbor. Transportation is coordinated and provided by volunteer drivers and volunteer ride coordinators and is available daylight and evenings, seven days a week, to destinations within 35 miles of clients’ homes.

Neighbor Ride decreases isolation and improves the quality of life of Howard County’s older adults by providing transportation for medical appointments, faith-based services, social outings, fitness activities, classes, volunteer and work obligations, shopping, and other needs. Neighbor Ride removes a key barrier to health care and preventive services and ensures the continued well-being and dignity of older adults, enabling them to remain active, independent, and connected to the community.

The Role

The Client Relationship Manager is a new, dedicated role focused on the passenger side of Neighbor Ride’s mission — building and maintaining high-touch relationships with the clients Neighbor Ride serves. This role supports the Strategic Plan’s goal to reach and grow the passenger base and improve ridership by ensuring current and prospective riders feel known, supported, and heard. The Client Relationship Manager reports to the Director of Operations and works in close, day-to-day collaboration with the Volunteer Manager, and provides marketing and communications support to the Strategic Development Director.

Role includes 4 days a week in office (7-8 hours per day) with remote after-hours client/volunteer support in evenings/weekends (2-3 hours per week on average).

What You Will Do

• Call Center Supervision: Manage the call center 4 days each week including the Ride Coordinators (call center volunteers), while also helping process ride requests, answer passenger questions, and troubleshoot day-to-day scheduling issues. Serve as point of escalation for ride coordinators for any issues with clients or volunteer drivers. Responsible for scheduling and training of ride coordinators.
• Passenger Relationships: Engage directly and consistently with passengers in a high-touch way — by phone and in person — to build and maintain relationships, understand their needs, and ensure they feel supported as part of the Neighbor Ride community.
• Community: Be knowledgeable and share information about additional aging resources available in the community.
• Gathering Input: Proactively gather feedback and input from passengers about their experience, satisfaction, and unmet needs, and relay themes and concerns to the Director of Operations. Manage and modify (as needed) client processes (including new client sign-up, ongoing servicing, account closing, etc.).
• Onboarding New Passengers: Help welcome and orient new and prospective riders to Neighbor Ride’s services, eligibility, and how to request rides — supporting growth of the active passenger base, including outreach to underserved segments of the aging population.
• Cross-Team Collaboration: Collaborate closely with the Volunteer Manager to help ensure smooth operations between volunteer drivers and passengers, and to share relevant passenger and volunteer feedback.
• Storytelling Support: Support the Strategic Development Director by surfacing passenger stories, testimonials, and photos (with consent) that help tell Neighbor Ride’s story to the community and to donors.

What You Need To Succeed

• 2 to 4 years’ experience in client-facing, customer service, or relationship-focused role — human services, hospitality, senior services, or similar preferred.
• Warm, patient, and genuine interpersonal style, with comfort and experience engaging older adults and, where relevant, individuals with disabilities or complex needs.
• Strong listening skills and the ability to build trust and rapport over the phone and in person.
• Comfortable with basic office technology and willingness to learn Neighbor Ride’s scheduling/database system. Proficiency in Microsoft Office 365.
• Reliable, organized, and detail-oriented, with the ability to juggle incoming calls and requests calmly.
• Ability to execute and monitor established client service processes with ability to continuously evaluate effectiveness, identify gaps, and implement improvements.
• A collaborative, team-oriented approach — this role works closely with the Volunteer Relationship Manager day-to-day, and provides marketing/communications support to the Strategic Development Director.
• Discretion and care in handling sensitive personal and health-related information shared by passengers.

Nice To Haves But Not Required

• Experience with call center, dispatch, or scheduling software.
• Experience with client service process design and optimization.
• Advanced spreadsheet (Excel) skills for reporting on ride data and client accounting.
• Familiarity with aging services resources in Howard County.
• Prior experience as a Neighbor Ride volunteer, ride coordinator, or driver.

IN SUMMARY

A warm, relationship-first team member who genuinely enjoys connecting with older adults and wants to help Neighbor Ride grow its ridership one relationship at a time. Someone who is energized and excited by the opportunity to: (1) work at a small, 'all-hands-on-deck', community powered non-profit and (2) enhance and grow its client transportation services.

Position Information

Compensation: The salary range for the position is $48,000 to $55,000. Placement within the range is based on individual’s relevant experience and skills for the role. You may also be eligible for an annual performance bonus which is determined by individual and Neighbor Ride performance.

Location: Columbia, MD.

Schedule: Full-time, in-office; 34 hours/week - Four days a week in office with weekly responsibility for after-hours client/volunteer support (remote, 2-3 hours on average).

Reports To: Director of Operations.

Benefits: Benefits include retirement with company match, life insurance, disability insurance, and more.

Paid Time Off: 18 days per year including personal, sick and vacation. Additionally, 10 paid holidays.

Company Location: 5570 Sterrett Place, Suite 102, Columbia, MD 21044.

Neighbor Ride is an Equal Opportunity Employer. Individuals considering employment at Neighbor Ride are considered without regard to race, color, religion, national origin, age, sex, marital status, ancestry, physical or mental disability, veteran status, gender identity, sexual orientation or any other classification protected by federal, state or local law.

Employment with Neighbor Ride is contingent upon satisfactory completion of our preemployment background check, and satisfactory proof of legal authorization to work in the United States.