Services Representative

About iClass

Pro: At iClass

Pro, we’re more than just a software company — we’re on a mission to help gym, swim, dance, and cheer businesses spend less time managing and more time doing what they love: coaching, teaching, and building strong communities. Our class management platform powers thousands of youth activity centers worldwide, helping them run more efficiently, grow their revenue, and achieve long-term success.

We’re proud to have earned a spot on the Inc. 5000 list of fastest‑growing private companies for three consecutive years: 2023, 2024, and 2025.

• Commitment to Excellence
• Commitment to Customer Service
• Solutions‑Focused Thinking
• Teamwork and Collaboration
• Taking Ownership

• Serve as the first point of contact for payment support—answer inquiries, resolve incidents, and deliver clear, effective solutions via phone and ticketing systems.
• Manage and document all customer interactions with accuracy and care, ensuring timely follow‑up on open issues.
• Partner with Tier 2 Advanced Support to escalate and resolve complex cases efficiently.
• Maintain your personal work queue while meeting productivity, quality, and response‑time goals.
• Conduct outbound follow‑up calls for escalated or pending cases to ensure complete resolution.
• Access, analyze, and interpret merchant account details, billing data, and terminal information to support customer needs.
• Contribute to team success through additional responsibilities, such as account setup and new merchant onboarding.

• Minimum of 2 years of customer service experience, including at least 1 year in a related field.
• Exceptional attention to detail and strong problem‑solving skills.
• Strong analytical ability to support merchant reconciliation and reporting inquiries.
• Technical aptitude with the ability to learn new systems quickly.
• Strong multitasking and organizational skills in a fast‑paced environment.
• Excellent verbal and written communication skills, with a customer‑first mindset.
• Bank Teller, Processor, or Customer Support experience is a plus.

• Robust PTO because work‑life balance matters
• Comprehensive health benefits including medical, dental, vision, and more
• Generous 401(k) contribution to help you plan for your future
• Fun company events that connect our team
• Career growth opportunities in a thriving, purpose‑driven company

We want to set you up for success from Day One. That’s why we use the Culture Index Survey—a quick tool that helps align your natural strengths with our roles and teams.

All applicants will need to take the Culture Index Survey during the application process. Want to be proactive? Visit Culture Index once you have submitted the application.

iClass

Pro is an Equal Opportunity Employer.

Applicants must be authorized to work for any employer in the U.S. We will not participate in STEM OPT programs, nor sponsor or take over sponsorship of an employment visa for this position.

E‑Verify is used to verify authorization to work in the U.S.