Student Retention Specialist - REMOTE

Student Retention Specialist: Piano by Pictures Academy

Our Mission

We empower adults to learn piano effortlessly through visual tools and a supportive community.

Our Core Values

P - Positivity – We bring humor and find joy in everything we do.
I - Innovation – We embrace creativity and encourage new ideas.
A - Accountability – We own our work and honor our commitments.
N - Nurturing – We nurture every person and leave egos at the door.
O - Opportunity – We inspire growth and create opportunity.

The Role

As our Customer Retention Specialist, your primary mission is to save refunds and prevent cancellations through strategic, empathetic phone conversations.

You'll handle inbound phone calls from students requesting cancellations and make outbound calls to students who've submitted refund requests via email. This is a phone-intensive position where your voice, empathy, and strategic problem-solving are your primary tools to turn "I want my money back" into "I'm ready to keep going."

Every refund request represents a student at a crossroads—frustrated, discouraged, or simply stuck. You're not just processing cancellations—you're the trusted advisor who listens deeply, uncovers the real obstacle in their piano journey, and guides them to the right solution. Your goal is simple: save the student, save the revenue, save the relationship.

We're looking for someone who thrives on the challenge of retention, sees refund requests as opportunities rather than losses, genuinely believes in the transformative power of music education, and hates losing a student. If you have a competitive drive to hit retention targets and the emotional intelligence to win back discouraged learners, this role is for you.

Responsibilities

Inbound Call Management

• Answer incoming phone calls from students requesting cancellations or refunds
• Listen actively to understand the root cause of their dissatisfaction
• Navigate emotionally charged conversations with empathy and professionalism

Outbound Retention Outreach

• Proactively call students who have submitted refund requests via email
• Initiate conversations that turn written complaints into productive phone discussions
• Follow up persistently yet respectfully until resolution is reached

Strategic Problem-Solving

• Deep-dive into student accounts to identify patterns and pain points
• Offer tailored solutions: membership tier changes, resource recommendations, schedule adjustments
• Use strategic retention offers and creative solutions to address individual student needs

Relationship Building

• Build trust and rapport quickly over the phone
• Communicate the value of continuing their piano education in authentic, non-scripted ways
• Turn frustrated students into long-term success stories

Documentation & Tracking

• Maintain accurate records of all retention conversations in CRM system
• Track outcomes, solutions offered, and follow-up actions
• Report on weekly retention metrics and success rates

Results

Your success will be measured by clear, results-driven metrics:

Primary KPI: Positive Outcome Rate

• Percentage of retention conversations that result in a "save" (any form of continued membership or successful pivot)
• Target: 40%+ positive outcome rate for maximum earning potential

Save Types:

• Monthly membership retention
• Annual membership retention
• Saved refund revenue
• Successful pivots to alternative solutions that keep students engaged

Compensation & Benefits (1099 Contractor)

Base Compensation: $10/hour (minimum 6 hours/day, minimum 5 days/week) = $300/week base

Weekly Performance Bonuses:

• 20% positive outcome rate: +$100/week
• 30% positive outcome rate: +$300/week
• 40% positive outcome rate: +$500/week
• 50%+ positive outcome rate: +$800/week

Annual Save Bonus: $15 for every annual membership refund saved on top of weekly bonuses.

Earning Potential Examples:

• Base performer (20% save rate): ~$1,800/month
• Strong performer (40% save rate): ~$3,200/month
• Top performer (50%+ save rate): ~$4,400/month

Work Flexibility:

• Remote position—work from anywhere
• 1099 contractor status
• Minimum 6 hours/day commitment
• Build your own schedule within operational hours

Who You Are

Required Experience:

• 1-2+ years in customer retention, account management, sales, or customer success
• Proven phone communication skills (both inbound and outbound)
• Track record of saving customer relationships through strategic conversation

Essential Skills:

• Exceptional phone presence—warm, confident, and persuasive
• Emotional intelligence and de-escalation abilities
• Strategic thinking beyond scripts
• Self-motivated and comfortable working independently
• Tech-savvy with CRM systems and phone platforms

Ideal Qualities:

• Passion for music education or lifelong learning
• Thick skin—you don't take upset customers personally
• Competitive drive to hit and exceed targets
• Belief in what we do and authentic enthusiasm for student success

How to Apply

Send your resume and a video introduction to [email protected]

Your video should include:

• Who you are and your relevant background
• Why you would be the best fit for this role

We want to see your communication skills and personality—this is a phone-based role, so show us why students would want to stay on the line with you!

Pay: $1,500.00 - $5,000.00 per month

Work Location: Remote