Family Retention Specialist

Learning Care Group; United States; On-site; USD 59,000 - 66,000; Full time

Benefits offered by this job

Education assistance including tuition

Childcare discount

Corporate partner discounts

Flexible PTO

Job summary

Learning Care Group is seeking a Family Retention Specialist to support at‑risk families, address concerns, and coordinate resolution options with school and field leaders. The role emphasizes timely follow-up, documentation, and continuous improvement to strengthen family relationships and retention.

The ideal candidate brings a bachelor's degree and 3–5 years in customer service or family support, with experience handling sensitive or escalated situations and using case management systems.

Qualifications

• Bachelor's degree in social work, early childhood education, communications, business, human services, or related field or equivalent experience.
• 3-5 years in customer service, family support, social services, conflict resolution, retention, sales, or related role.
• Experience independently managing sensitive or escalated customer or family concerns.

Responsibilities

• Serve as the primary point of contact for families identified as at risk due to triggers or incidents.
• Conduct proactive outreach within established timelines to understand concerns and address issues.
• Lead conversations with disenrollment requests to identify root concerns and support retention.
• Coordinate with school directors and field leaders for context and follow-up.
• Document interactions, concerns, actions, outcomes, and resolutions in the case management system.

Skills

Customer service

Communication

Time management

Documentation

Interpersonal skills

Conflict resolution

Relationship building

Education

Bachelor's degree or equivalent

Tools

Case management system

CRM systems

Job description

Position Summary

The Family Retention Specialist is responsible for proactively supporting families who may be at risk of disenrollment due to concerns, transitions, or other service-related challenges. This role serves as a dedicated point of contact to understand family concerns, identify root causes, and coordinate appropriate resolution options in partnership with school and field leaders. The position helps ensure family outreach, case follow-up, and documentation are completed in a timely, consistent, and family-focused manner. Through high-touch support and insight sharing, this role contributes to stronger family relationships, improved retention, and continued process improvement.

Key Responsibilities

1. Serve as the primary point of contact for families identified as at risk due to teacher departures, classroom transitions, incident reports, engagement changes, or other known trigger events.
2. Conduct proactive outreach within established timelines to understand concerns, provide support, and address issues before they lead to disenrollment.
3. Lead conversations with families who submit disenrollment requests to identify root concerns, present appropriate resolution options, and support retention when possible.
4. Partner with school directors and field leaders to understand school-level context, coordinate follow-up, and maintain effective feedback loops.
5. Document family interactions, concerns, actions, outcomes, and resolutions accurately and consistently in the designated case management system.
6. Identify recurring family concerns and share insights that support service improvements, family engagement, and retention strategies.
7. Contribute to the design and refinement of outreach scripts, communication cadence, and case management processes as the program evolves.
8. Represent Learning Care’s mission and values in every interaction and provide a high-touch, family-focused experience.
9. Other duties as assigned.

Minimum Qualifications

1. A bachelor's degree in social work, early childhood education, communications, business, human services, or a related field, or an equivalent combination of education and relevant experience, is required.
2. 3-5 years of experience in customer service, family support, social services, conflict resolution, retention, sales, or a related role is required.
3. Experience independently managing sensitive or escalated customer or family concerns is required.

Preferred Qualifications

1. Experience in childcare, early childhood education, family services, enrollment, retention, or a related service environment is preferred.
2. Experience supporting families through escalated concerns, transitions, or service recovery is preferred.
3. Experience with case management or customer relationship management systems is preferred.

Knowledge, Skills and Abilities

1. Excellent customer service skills with both internal and external customers.
2. Capable of working with frequent interruptions and changing priorities.
3. Effective communication skills, written, verbal and interpersonal.
4. Proficient time management, organizational skills and ability to meet established deadlines.
5. Uses sound interpersonal judgment to navigate difficult conversations, build trust, and maintain productive relationships across varied situations.
6. Maintains professionalism, discretion, and composure when working through sensitive or emotionally charged situations.
7. Applies critical thinking to assess information, recognize patterns, and determine practical next steps within established guidelines.
8. Maintains accurate, organized records and follows consistent documentation practices to support continuity and accountability.
9. Builds effective working relationships with internal partners and shares information in a clear, timely, and solution-oriented manner.
10. Adapts effectively to evolving priorities, undefined processes, and continuous improvement opportunities in a developing program environment.

Compensation and Benefits

• Compensation based on position, education and experience. Bi-weekly paid.
  • $28.50-31.65 hourly rate.
  • This position is also eligible for our Support Central bonus program which is based on annual achievement of company performance.
• Health and Wellness Benefits
  • Employees are eligible for a variety of health and welfare benefits based on their Full-time or Part-time status on their date of hire, which include medical, dental, vision, healthcare & dependent care flexible spending accounts (FSAs), life insurance, disability, accident, critical illness, hospital indemnity, pre-paid legal, pet insurance and identity theft protection.
  • Employees are eligible to participate in our 401(k) retirement plan after 30 days of employment. Participating employees are also eligible to receive a company provided match on their elective deferrals once they reach 1 year of employment with the company.
• Employee perks/discounts
  • Education assistance including tuition reimbursement
  • Childcare discount available to all employees
  • Corporate partner Discounts
• This position is eligible for paid time off. All Corporate employees are enrolled in our Flexible Paid Time Off (PTO) plan. This plan allows for flexibility and discretion between employees and managers in taking time off - with no set accrual for vacation or sick time. Employees can use Flexible PTO for any reason and is compliant with the Colorado Healthy Families Work Act.
• Applications accepted through 9/30/26.