Payment Services Representative

iClassPro Inc•Longview, TX

14m

About The Position

Join the Team Behind the World’s Leading Class Management Software! Who We Are At iClassPro, 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 years running: 2023, 2024, and 2025! What Drives Us Our Core Values aren’t just words on a wall — they guide everything we do and who we hire: Commitment to Excellence Commitment to Customer Service Solutions-Focused Thinking Teamwork and Collaboration Taking Ownership What You Will Do 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. What You Bring 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. What We Bring We believe in taking care of our people. 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. iClassPro 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.

Requirements

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.

Nice To Haves

Bank Teller, Processor, or Customer Support experience is a plus.

Responsibilities

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.