Residential Product Training Specialist

Summit Broadband•Orlando, FL

2d•Onsite

About The Position

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).

Requirements

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
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

Nice To Haves

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

Responsibilities

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
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
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
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
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