Agency Success Specialist

InfoTrack USDenver, Colorado, United States

Hybrid Full-time $25/hr - $30/hr

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Experience Level

Experience

Qualifications

QualificationsStrong communication skills, both verbal and written. Proficient in using digital platforms and tools, including experience with data analysis and reporting. Ability to work collaboratively in a team-oriented environment. Strong organizational skills with an ability to multitask and prioritize effectively. Detail-oriented with a focus on accuracy.

About the job

Role overview

The Agency Success Specialist supports InfoTrack Exchange's national partner network from the Denver office. This hybrid position requires working onsite in Denver on Tuesdays, Wednesdays, and Thursdays. The specialist acts as the main point of contact for the Agency Success Team, monitoring real-time performance and helping resolve fulfillment challenges to uphold InfoTrack’s service standards.

Daily work involves providing agencies with platform support, order details, and guidance to help them deliver strong service. The specialist also supplies Agency Success Managers with important data and escalations for their regions. Internal tools include ServeManager and Microsoft Power BI for tracking contractor performance, managing communications, and gathering insights.

What you will do

Agency operations

Review the Exchange job board each day to identify jobs at risk of SLA violations, declines, or lacking coverage. Reach out to agencies as needed.
Work directly with partner agencies to encourage job acceptance, verify coverage, or reassign jobs that are unassigned or delayed.
Escalate unresolved SLA issues, coverage gaps, and non-responsiveness to the Agency Success Director, providing context and suggested actions.
Monitor incoming agency communications (notes, emails, ServeManager messages) and respond to or route items promptly.
Assist with job reassignment and coverage resolution when primary agencies decline or do not respond, coordinating rate confirmations and alternative coverage as directed by Agency Success leadership.
Draft clear incident reports for platform and process feedback.
Check agency profiles for accuracy, including territories, contact details, and service activation status.
Participate in special projects and other assigned tasks.

Agency communication

Review and address Contractor notes within internal systems, serving as the first point of contact and escalating issues when necessary.
Answer the Contractor support line for urgent inquiries.

Location and schedule

This role is based in Denver, Colorado. The hybrid schedule requires in-office attendance on Tuesdays, Wednesdays, and Thursdays.

About InfoTrack US

At InfoTrack, we are innovators in the legal technology space, dedicated to enhancing the way law firms operate. Our solutions streamline processes and improve access to vital resources, empowering legal professionals to focus on what truly matters—their clients.

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