Passenger Experience Manager - Community Transit

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

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