Residential Product Training Specialist
Summit Broadband, Orlando, FL, United States
Summit Broadband is a leading fiber‑optics telecommunications provider based in Florida that offers data, voice, video, and high‑speed internet to residential and commercial customers, as well as ethernet and dark fiber transport to carriers and wholesale customers. Since 1994 the company has provided superior customer service, owns and operates its own fiber‑optic network spanning nearly 5,500 route miles, and serves multiple communities and industries.
Job Title: Residential Product Training Specialist Location: Florida – Southwest Florida, Clearwater, FL or Central Florida preferred (Travel Required)
Department: Marketing / Customer Experience
Reports To: Sr. Director of Product
Status: Full‑Time / Exempt
Position Overview The Residential Product Training Specialist plays a critical role in driving customer engagement, satisfaction, product adoption, and revenue growth across Summit Broadband’s residential bulk and ROE communities. The role partners closely with Community Account Managers (CAMs) and Marketing Managers to deliver engaging on‑site and virtual training experiences that educate residents on Summit’s products, services, and self‑service tools. This customer‑facing brand ambassador has a direct impact on take‑rate growth, customer satisfaction, and digital adoption via the My Account Portal.
Key Responsibilities Training & Community Engagement
Develop and manage a comprehensive product and services training calendar across residential bulk properties.
Lead on‑site training sessions for:
New property deployments
Resident onboarding and move‑ins
Sponsored community events and lobby hours
Semi‑annual product refresh training for existing and renewed properties
Attend evening town halls and educational sessions to maximize resident participation.
Serve as an engaging, approachable educator—particularly effective with diverse audiences including senior residents.
Customer Education & Product Adoption
Educate residents on:
Internet, Wi‑Fi, and TV products (including streaming platforms and video migration support)
Value‑added services and upgrades
My Account Portal features (billing, upgrades, troubleshooting, scheduling)
Drive self‑service adoption to reduce service calls and improve customer experience.
Support initiatives that increase take rates and upsell conversions, such as door hanging and flyers at select properties.
Light Technical Support (Level 1)
Provide basic, resident‑friendly technical assistance, including:
Resetting modems/routers
Rebooting devices
Replacing phone batteries or simple equipment troubleshooting
Bridge communication between residents and technical support teams when escalation is needed.
Content Development & Marketing Collaboration
Partner with Marketing and Product Management to:
Develop training materials, guides, and presentations.
Create short‑form educational videos and tutorials.
Support community‑specific campaigns and communications.
Ensure all materials align with Summit’s brand and product messaging.
Program & Project Management
Lead coordination of customer education initiatives and tools across properties.
Identify gaps in customer knowledge and recommend improvements.
Track participation, engagement, and outcomes from training sessions.
Provide feedback and insights to improve:
Product positioning
Training effectiveness
Customer experience
Performance Metrics (KPIs)
Increase in take rate / upsell conversions within assigned communities.
Growth in My Account Portal adoption and usage.
Reduction in basic service calls and truck rolls.
Resident engagement and attendance at training events.
Customer satisfaction and feedback scores.
Qualifications Required
2–3+ years of experience in training, education, or customer‑facing roles.
Strong presentation and facilitation skills (in‑person and virtual).
Excellent interpersonal and communication skills.
Ability to connect with a wide range of audiences, including senior populations.
Comfortable delivering both structured and informal training sessions.
Strong organizational and time‑management skills.
Must be able to pass criminal background, MVR, and drug screenings.
Preferred
Experience in telecommunications, broadband, or technology services.
Experience supporting residential communities or property‑based customers.
Familiarity with customer portals, streaming platforms, or Wi‑Fi solutions.
Work Environment & Requirements
Ability to travel frequently across Florida communities.
Willingness to work flexible hours, including evenings for resident events and town halls.
Comfortable working both independently and cross‑functionally.
What Success Looks Like
Residents feel confident using Summit products without needing support.
Communities see increased engagement and satisfaction.
CAMs view this role as a critical partner in driving take and retention.
Marketing gains scalable, reusable education content and tools.
The company benefits from higher revenue per customer and lower support costs.
Improved NPS scores at key properties including renewal properties.
Maintain high NPS scores at new properties.
Other Duties Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties, or responsibilities that are required of the employee for this job. Duties, responsibilities and activities may change at any time with or without notice.
Summit Broadband, Inc. is an Equal Opportunity Employer. Summit Broadband participates in the E‑Verify program.
Summit Broadband is a drug and tobacco free workplace.
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Job Title: Residential Product Training Specialist Location: Florida – Southwest Florida, Clearwater, FL or Central Florida preferred (Travel Required)
Department: Marketing / Customer Experience
Reports To: Sr. Director of Product
Status: Full‑Time / Exempt
Position Overview The Residential Product Training Specialist plays a critical role in driving customer engagement, satisfaction, product adoption, and revenue growth across Summit Broadband’s residential bulk and ROE communities. The role partners closely with Community Account Managers (CAMs) and Marketing Managers to deliver engaging on‑site and virtual training experiences that educate residents on Summit’s products, services, and self‑service tools. This customer‑facing brand ambassador has a direct impact on take‑rate growth, customer satisfaction, and digital adoption via the My Account Portal.
Key Responsibilities Training & Community Engagement
Develop and manage a comprehensive product and services training calendar across residential bulk properties.
Lead on‑site training sessions for:
New property deployments
Resident onboarding and move‑ins
Sponsored community events and lobby hours
Semi‑annual product refresh training for existing and renewed properties
Attend evening town halls and educational sessions to maximize resident participation.
Serve as an engaging, approachable educator—particularly effective with diverse audiences including senior residents.
Customer Education & Product Adoption
Educate residents on:
Internet, Wi‑Fi, and TV products (including streaming platforms and video migration support)
Value‑added services and upgrades
My Account Portal features (billing, upgrades, troubleshooting, scheduling)
Drive self‑service adoption to reduce service calls and improve customer experience.
Support initiatives that increase take rates and upsell conversions, such as door hanging and flyers at select properties.
Light Technical Support (Level 1)
Provide basic, resident‑friendly technical assistance, including:
Resetting modems/routers
Rebooting devices
Replacing phone batteries or simple equipment troubleshooting
Bridge communication between residents and technical support teams when escalation is needed.
Content Development & Marketing Collaboration
Partner with Marketing and Product Management to:
Develop training materials, guides, and presentations.
Create short‑form educational videos and tutorials.
Support community‑specific campaigns and communications.
Ensure all materials align with Summit’s brand and product messaging.
Program & Project Management
Lead coordination of customer education initiatives and tools across properties.
Identify gaps in customer knowledge and recommend improvements.
Track participation, engagement, and outcomes from training sessions.
Provide feedback and insights to improve:
Product positioning
Training effectiveness
Customer experience
Performance Metrics (KPIs)
Increase in take rate / upsell conversions within assigned communities.
Growth in My Account Portal adoption and usage.
Reduction in basic service calls and truck rolls.
Resident engagement and attendance at training events.
Customer satisfaction and feedback scores.
Qualifications Required
2–3+ years of experience in training, education, or customer‑facing roles.
Strong presentation and facilitation skills (in‑person and virtual).
Excellent interpersonal and communication skills.
Ability to connect with a wide range of audiences, including senior populations.
Comfortable delivering both structured and informal training sessions.
Strong organizational and time‑management skills.
Must be able to pass criminal background, MVR, and drug screenings.
Preferred
Experience in telecommunications, broadband, or technology services.
Experience supporting residential communities or property‑based customers.
Familiarity with customer portals, streaming platforms, or Wi‑Fi solutions.
Work Environment & Requirements
Ability to travel frequently across Florida communities.
Willingness to work flexible hours, including evenings for resident events and town halls.
Comfortable working both independently and cross‑functionally.
What Success Looks Like
Residents feel confident using Summit products without needing support.
Communities see increased engagement and satisfaction.
CAMs view this role as a critical partner in driving take and retention.
Marketing gains scalable, reusable education content and tools.
The company benefits from higher revenue per customer and lower support costs.
Improved NPS scores at key properties including renewal properties.
Maintain high NPS scores at new properties.
Other Duties Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties, or responsibilities that are required of the employee for this job. Duties, responsibilities and activities may change at any time with or without notice.
Summit Broadband, Inc. is an Equal Opportunity Employer. Summit Broadband participates in the E‑Verify program.
Summit Broadband is a drug and tobacco free workplace.
#J-18808-Ljbffr