Residential Product Training Specialist

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