Family Retention Specialist

Learning Care Group • Novi, MI

29d • $59,280 - $65,832

About The Position

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.

Requirements

• 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.
• 3-5 years of experience in customer service, family support, social services, conflict resolution, retention, sales, or a related role is required.
• Experience independently managing sensitive or escalated customer or family concerns is required.
• Excellent customer service skills with both internal and external customers.
• Capable of working with frequent interruptions and changing priorities.
• Effective communication skills, written, verbal and interpersonal.
• Proficient time management, organizational skills and ability to meet established deadlines.
• Uses sound interpersonal judgment to navigate difficult conversations, build trust, and maintain productive relationships across varied situations.
• Maintains professionalism, discretion, and composure when working through sensitive or emotionally charged situations.
• Applies critical thinking to assess information, recognize patterns, and determine practical next steps within established guidelines.
• Maintains accurate, organized records and follows consistent documentation practices to support continuity and accountability.
• Builds effective working relationships with internal partners and shares information in a clear, timely, and solution-oriented manner.
• Adapts effectively to evolving priorities, undefined processes, and continuous improvement opportunities in a developing program environment.

Nice To Haves

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

Responsibilities

• 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.
• Conduct proactive outreach within established timelines to understand concerns, provide support, and address issues before they lead to disenrollment.
• Lead conversations with families who submit disenrollment requests to identify root concerns, present appropriate resolution options, and support retention when possible.
• Partner with school directors and field leaders to understand school-level context, coordinate follow-up, and maintain effective feedback loops.
• Document family interactions, concerns, actions, outcomes, and resolutions accurately and consistently in the designated case management system.
• Identify recurring family concerns and share insights that support service improvements, family engagement, and retention strategies.
• Contribute to the design and refinement of outreach scripts, communication cadence, and case management processes as the program evolves.
• Represent Learning Care’s mission and values in every interaction and provide a high-touch, family-focused experience.
• Other duties as assigned.

Benefits

• Health and Wellness Benefits (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)
• 401(k) retirement plan with company match after 1 year of employment
• Education assistance including tuition reimbursement
• Childcare discount
• Corporate partner Discounts
• Flexible Paid Time Off (PTO) plan

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level