Overview
Client Relationship Manager (34 hours per week) Jobs in Columbia, MD at Maryland Nonprofits
Title: Client Relationship Manager (34 hours per week)
Company: Maryland Nonprofits
Location: Columbia, MD
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.
- Data & Documentation: Maintain accurate, up-to-date passenger records in Neighbor Ride’s scheduling/database system, supporting the organization’s broader client accounting, data, and reporting needs.
- 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. 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.
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.
Required
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
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.
