Residential Product Training Specialist

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‑onserving 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 put 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 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 23+ 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 Orlando Telephone Company Inc