Client Relationship Manager (34 hours per week

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)

• 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.
• Cross-Team
  
  Collaboration:
  
  Collaborate closely with the Volunteer Manager to 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.

• 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.

• 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…