Residential Product Training Specialist
Summit Broadband Inc., Clearwater, FL, United States
Summit Broadband is a leading fiber‑optics telecommunications provider based in Florida and provides data, voice, video, and high‑speed internet services to residential and commercial customers, as well as ethernet and dark fiber transport to carrier and wholesale customers. Providing superior customer service experience since 1994, Summit Broadband owns and operates its own fiber‑optic networks, with a reach of nearly 5,500 route miles, serving multiple communities and industries. Summit Broadband is a member of the Grain Management portfolio of companies.
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, customer satisfaction, product adoption, and revenue growth across Summit Broadband’s residential bulk and ROE communities.
This individual will partner 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.
The role is highly visible and hands‑on—serving as a customer‑facing brand ambassador—with a direct impact on take‑rate growth, customer satisfaction, and digital adoption (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 during and 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—especially 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 putting not limited to door hanging and flying 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
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, customer satisfaction, product adoption, and revenue growth across Summit Broadband’s residential bulk and ROE communities.
This individual will partner 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.
The role is highly visible and hands‑on—serving as a customer‑facing brand ambassador—with a direct impact on take‑rate growth, customer satisfaction, and digital adoption (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 during and 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—especially 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 putting not limited to door hanging and flying 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