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Certification

Customer Service Representatives

Certification Description
The ACSR designation distinguishes you as being prepared to meet the complex insurance challenges your clients face.

Certifying Organization
The Institutes
http://www.theinstitutes.org/

Certification Details
● Education and Training Required? No
● Work Experience Required? No
● Oral or Written Exam Required? Yes

Accredited Customer Service Representative Website

Certification Description
The Automobile Service Consultant Test contains questions on communications, customer and internal relations, vehicle systems knowledge, sales skills, and shop operations. The Automobile Service Consultant test is available in either Paper/Pencil or Computer-Based Testing format.

Certifying Organization
National Institute for Automotive Service Excellence
https://www.ase.com/home.aspx

Certification Details
● Education and Training Required? Yes
● Work Experience Required? Yes
● Either training or work experience required, but not both? No
● Oral or Written Exam Required? Yes
● Renewal Required? Every 5 Years
● Renew through Continuing Educational Units (CEU)? No
● Renew through Re-Examination? Yes
● Renew through Continuing Professional Development (CPD)? No
● Does applicant have a choice of at least two options from above for renewal (CEU, CPD, or exam)? No

Automobile Technician: Service Consultant Website

Certification Description
The Consumer Relations Module is available as a stand-alone examination for use by employers as a training and certification of support employees such as office personnel, counter or parts department people who have direct contact with customers. Successful candidates are awarded the title of Certified Consumer Specialist.

Certifying Organization
Professional Service Association
http://www.psaworld.com/main.html

Certification Details
● Education and Training Required? No
● Work Experience Required? No
● Oral or Written Exam Required? Yes
● Renewal Required? Every 4 Years
● Renew through Continuing Educational Units (CEU)? Yes
● Renew through Re-Examination? No
● Renew through Continuing Professional Development (CPD)? No
● Does applicant have a choice of at least two options from above for renewal (CEU, CPD, or exam)? No

Certified Consumer Specialist Website

Certification Description
The CCSP program is divided into six units pertaining to various aspects of service excellence. The series is preceded by a pre-test to measure initial competency and followed by a post-test to measure retained learning.

Certifying Organization
International Customer Service Association
http://icsatoday.org/

Certification Details
● Oral or Written Exam Required? Yes

Certified Customer Service Professional Website

Certification Description
Applicable to financial services professionals who have completed the AIB Customer Service Representative Certificate and who function as customer service representatives.

Certifying Organization
Institute of Certified Bankers
http://www.aba.com/Training/ICB/Pages/default.aspx

Certification Details
● Oral or Written Exam Required? Yes
● Renewal Required? Every 3 Years
● Renew through Continuing Educational Units (CEU)? Yes

Certified Customer Service Representative Website

Certification Description
The Customer Service Specialist (CSS) is a certification that validates one's work skills through employability concepts. Though developed to meet the role of an evolving service oriented electronics technician, CSS is relevant to every industry, employer and employee. Topics included are Safety, Ethics, Respect, Teamwork, Communication, Telephone and Email Techniques, Problem Solving, Interpersonal Relationships, and Sales and Marketing.

Certifying Organization
ETA International
http://www.eta-i.org/

Certification Details
● Education and Training Required? No
● Work Experience Required? No
● Oral or Written Exam Required? Yes
● Renew through Continuing Educational Units (CEU)? No
● Renew through Re-Examination? No
● Renew through Continuing Professional Development (CPD)? No
● Does applicant have a choice of at least two options from above for renewal (CEU, CPD, or exam)? No

Certified Customer Service Specialist Website

Certification Description
This is a valuable examination for those who serve as managers, owners or department heads of service businesses such as electronics, computer, communications and appliance repair facilities. Several of the topics covered in this examination include: Manager Responsibilities and Objectives, Personnel Profiles and Job Descriptions, Team Building, Training, Hiring and Employment Laws, Employee Compensation Systems, Customer Relations Policies and Skills, Service Policies, Service/Production Area Development, Test Equipment Needs and Procurement, Financial and Parts Department Management, Warranties and Risk of Liability, Contract Negotiation, Vehicle Procurement and Maintenance, Association Memberships/Involvement, Quality Systems, Security, Safety/OSHA, and Project Management.

Certifying Organization
ETA International
http://www.eta-i.org/

Certification Details
● Education and Training Required? Yes
● Work Experience Required? Yes
● Either training or work experience required, but not both? No
● Oral or Written Exam Required? Yes
● Renew through Continuing Educational Units (CEU)? No
● Renew through Re-Examination? No
● Renew through Continuing Professional Development (CPD)? No
● Does applicant have a choice of at least two options from above for renewal (CEU, CPD, or exam)? No

Certified Service Manager Website

Certification Description
The Certified Service Manager certification (CSM) was developed by NESDA to provide a means to verify the knowledge needed to manage a modern service business. CSM certification is also one requirement of the CSC (Certified Service Center) program.

Certifying Organization
National Electronics Service Dealers Association, Inc.
http://nesda.com/

Certification Details
● Oral or Written Exam Required? Yes
● Does applicant have a choice of at least two options from above for renewal (CEU, CPD, or exam)? No

Certified Service Manager Website

Certification Description
Customer Service Certification Level II: Sales, Communication, and Phone Skills for the Customer Service Pro, a breakthrough certification program elevating your customer service representatives' skills to meet the demands of today's consumer in a competitive marketplace.

Certifying Organization
International Customer Service Association
http://icsatoday.org/

Certification Details
● Oral or Written Exam Required? Yes

Customer Service Certification Level II Website

Certification Description
The CSR training covers different kinds of CSRs; customer value proposition (CVP), key performance indicators (KPI), goals, interpersonal skills, levels of communication, telephone dos and don'ts, the support environment, attire, voice, attitude, expression and mannerisms, what you say and how you say it, listening, observation, asking questions, feedback, escalation, conflict resolution, ethical behavior and conduct, legal responsibilities (warranties, contracts, liabilities, documentation), attendance, job performance, field service, customer or client problems, internal company problems.

Certifying Organization
International Society of Certified Electronics Technicians
http://www.iscet.org

Certification Details
● Oral or Written Exam Required? Yes

Customer Service Representative Certification Website

Certification Description
This certification verifies that customer service professionals are knowledgeable in the skills and techniques required to provide exceptional customer service and support in both support center and call center environments. It ensures they understand how to assess customer needs while exceeding their expectations.

Certifying Organization
HDI
https://www.thinkhdi.com/

Certification Details
● Oral or Written Exam Required? Yes
● Renewal Required? Every 2 Years
● Renew through Continuing Educational Units (CEU)? No
● Renew through Re-Examination? Yes
● Renew through Continuing Professional Development (CPD)? No
● Does applicant have a choice of at least two options from above for renewal (CEU, CPD, or exam)? No

HDI Certified Customer Service Representative Website

Certification Description
This certification verifies that the desktop support manager possesses the knowledge of best and common practices necessary to successfully manage the operational and tactical components of a support organization while strategically aligning with the needs of the business.

Certifying Organization
HDI
https://www.thinkhdi.com/

Certification Details
● Education and Training Required? Yes
● Work Experience Required? Yes
● Oral or Written Exam Required? Yes
● Renewal Required? Every 2 Years
● Renew through Continuing Educational Units (CEU)? No
● Renew through Re-Examination? Yes
● Renew through Continuing Professional Development (CPD)? No
● Does applicant have a choice of at least two options from above for renewal (CEU, CPD, or exam)? No

HDI Desktop Support Manager Website

Certification Description
This certification verifies that professionals in the desktop support technician role possess the knowledge of customer service and service management processes, as well as the necessary best practices, to provide high quality service and support at the desk-side.

Certifying Organization
HDI
https://www.thinkhdi.com/

Certification Details
● Oral or Written Exam Required? Yes
● Renewal Required? Every 2 Years
● Renew through Continuing Educational Units (CEU)? No
● Renew through Re-Examination? Yes
● Renew through Continuing Professional Development (CPD)? No
● Does applicant have a choice of at least two options from above for renewal (CEU, CPD, or exam)? No

HDI Desktop Support Technician Website

Certification Description
This certification verifies that front-line technical support professionals possess the knowledge and skills required to provide quality service and support. It ensures they understand service management processes and best practices, while providing a competitive edge for career advancement.

Certifying Organization
HDI
https://www.thinkhdi.com/

Certification Details
● Oral or Written Exam Required? Yes
● Renewal Required? Every 2 Years
● Renew through Continuing Educational Units (CEU)? No
● Renew through Re-Examination? Yes
● Renew through Continuing Professional Development (CPD)? No
● Does applicant have a choice of at least two options from above for renewal (CEU, CPD, or exam)? No

HDI Support Center Analyst Website

Certification Description
This certification verifies that the support center director possesses the knowledge of service management best and common practices necessary to strategically align their department with organizational goals, gain senior management support for service improvements, and promote the support center value.

Certifying Organization
HDI
https://www.thinkhdi.com/

Certification Details
● Education and Training Required? No
● Work Experience Required? No
● Oral or Written Exam Required? Yes
● Renewal Required? Every 2 Years
● Renew through Continuing Educational Units (CEU)? No
● Renew through Re-Examination? Yes
● Renew through Continuing Professional Development (CPD)? No
● Does applicant have a choice of at least two options from above for renewal (CEU, CPD, or exam)? No

HDI Support Center Director Website

Certification Description
This certification verifies that the support center manager possesses the knowledge of best and common practices necessary to successfully manage the operational and tactical components of a support organization while strategically aligning with the needs of the business.

Certifying Organization
HDI
https://www.thinkhdi.com/

Certification Details
● Oral or Written Exam Required? Yes
● Renewal Required? Every 2 Years
● Renew through Continuing Educational Units (CEU)? No
● Renew through Re-Examination? Yes
● Renew through Continuing Professional Development (CPD)? No
● Does applicant have a choice of at least two options from above for renewal (CEU, CPD, or exam)? No

HDI Support Center Manager Website

Certification Description
An IBM Certified Support Associate in the area of IBM Tivoli Support Provider Tools and Processes is responsible for addressing a variety of inquiries or requests for service from their customers. The support provider is responsible for the ownership and resolution of these inquiries and may work with IBM Tivoli Support where appropriate to resolve them.

Certifying Organization
IBM Corporation
https://www.ibm.com/us-en/

Certification Details
● Education and Training Required? No
● Work Experience Required? No
● Oral or Written Exam Required? Yes

IBM Certified Support Associate - Tivoli Support Provider Tools and Processes Website

Certification Description
This industry-recognized certification program develops and validates the competency of contact center professionals. The ICMI Professional Certification standard was designed by the industry, for the industry, by the Call Center Industry Advisory Council (CIAC) - a broadly representative group of contact center practitioners and industry subject matter experts -- identified role-specific knowledge, skills and attributes (competencies) that underlie superior contact center job performance.

Certifying Organization
International Customer Management Institute
http://www.icmi.com/

Certification Details
● Education and Training Required? No
● Work Experience Required? No
● Oral or Written Exam Required? Yes
● Renewal Required? Every 3 Years
● Renew through Continuing Educational Units (CEU)? Yes
● Renew through Re-Examination? No
● Renew through Continuing Professional Development (CPD)? No
● Does applicant have a choice of at least two options from above for renewal (CEU, CPD, or exam)? No

ICMI Professional Certification Website

Certification Description
This certification verifies that support center professionals possess the understanding of the Knowledge-Centered Support (KCS SM) methodology, a set of processes/practices that leverage knowledge as a key asset of the support organization. Additionally, this certification validates that they know how to implement the practical steps for capturing, structuring, and successfully reusing knowledge through the knowledge management process.

Certifying Organization
HDI
https://www.thinkhdi.com/

Certification Details
● Oral or Written Exam Required? Yes
● Renewal Required? Every 2 Years
● Renew through Continuing Educational Units (CEU)? No
● Renew through Re-Examination? Yes
● Renew through Continuing Professional Development (CPD)? No
● Does applicant have a choice of at least two options from above for renewal (CEU, CPD, or exam)? No

KCS Foundation Website

Certification Description
This certification measures your ability to understand and articulate how to use, maintain and support Microsoft Dynamics CRM 2011 application including managing Microsoft Dynamics CRM 2011 marketing automation applications, Microsoft Dynamics CRM 2011 sales applications, Microsoft Dynamics CRM 2011 service management applications, and Microsoft Dynamics CRM 2011 services scheduling applications.

Certifying Organization
Microsoft Corporation
https://www.microsoft.com/en-us/

Certification Details
● Oral or Written Exam Required? Yes

Microsoft Dynamics CRM 2011 Applications Website

Certification Description
National Professional Certification in Customer Service® is an industry credential that facilitates career mobility for employees, applicants, and students; adds value to education and training programs; and helps employers identify the qualified professionals.
The exam is computer-based and is proctored at one of the many recognized testing centers throughout the nation.

Certifying Organization
National Retail Federation Foundation
https://nrf.com

Certification Details
● Education and Training Required? No
● Work Experience Required? No
● Either training or work experience required, but not both? Yes
● Oral or Written Exam Required? Yes
● Renewal Required? Every 3 Years
● Renew through Continuing Educational Units (CEU)? No
● Renew through Re-Examination? No
● Renew through Continuing Professional Development (CPD)? No
● Does applicant have a choice of at least two options from above for renewal (CEU, CPD, or exam)? No

National Professional Certification in Customer Service Website

Certification Description
The Certification was designed to capture the core Sales duties for a broad range of entry-level through first-line supervisory positions across the sales and service industries. As such, it is appropriate for anyone interested in obtaining a job or pursing a career in retail and other customer service/sales focused industries. These include workplaces such as retail stores, warehouses, flower shops, hair salons, rental car companies and many more business that value customer service skills. High school and older students, adults, incumbent workers, transitioning and potential employees all can benefit from a portable credential that demonstrates their qualifications as a customer service/sales professional.

Certifying Organization
National Retail Federation Foundation
https://nrf.com

Certification Details
● Education and Training Required? No
● Work Experience Required? No
● Either training or work experience required, but not both? No
● Oral or Written Exam Required? Yes
● Renewal Required? Every 3 Years
● Renew through Continuing Educational Units (CEU)? No
● Renew through Re-Examination? No
● Renew through Continuing Professional Development (CPD)? No
● Does applicant have a choice of at least two options from above for renewal (CEU, CPD, or exam)? No

National Professional Certification in Sales Website

Certification Description
Oracle CRM On Demand Certified Implementation Specialist exam is primarily intended for implementation consultants of subscription-based CRM for sales, service, marketing, and contact-center operations. The exam will include topics such as Data Access and Visibility, Book of Business, Product Administration, Extending Application, Introduction to Administrator Role, User Setup, Forecast Administration, Company Administration, Assignment Rules, Team Sharing, Creating Workflows, Customizing Fields, Customizing Pages, Web Services On Demand Guide, Transfer of Information (TOI) Web Services, Transfer of Information (TOI) Integration Web Services. This exam assumes that you have one or more years experience.

Certifying Organization
Oracle Corporation
https://www.oracle.com/index.html

Certification Details
● Education and Training Required? No
● Work Experience Required? No
● Oral or Written Exam Required? Yes

Oracle CRM On Demand Certified Implementation Specialist Website

Certification Description
Customer service supervisors, managers, and executives who complete the program's five required courses, pass a written exam, and successfully file a service department assessment/business plan within three years of attending their first course in the certificate program curriculum will earn a Public Power Customer Service Manager (PPCSM) certificate. Those who wish to maintain their designation must complete additional APPA-approved training every two years.

Certifying Organization
American Public Power Association
http://www.publicpower.org/

Certification Details
● Education and Training Required? Yes
● Work Experience Required? No
● Oral or Written Exam Required? Yes
● Renewal Required? Every 2 Years
● Renew through Continuing Educational Units (CEU)? Yes
● Renew through Re-Examination? No
● Renew through Continuing Professional Development (CPD)? No
● Does applicant have a choice of at least two options from above for renewal (CEU, CPD, or exam)? No

Public Power Customer Service Manager Website

Certification Description
Training is an important part of any business but it is critical in vending where customer servicing takes place away from the office and direct supervision. This program will assist you in training your route drivers about all aspects of the vending industry that pertain to their daily work activities.

Certifying Organization
National Automatic Merchandising Association
https://www.namanow.org/

Certification Details
● Oral or Written Exam Required? Yes

Route Driver Certification Website

Certification Description
The Siebel CRM 8 Business Analyst identifies professionals who are familiar with the defining features of Siebel applications, such as Siebel Sales and Siebel Call Center. It covers Siebel automation options, such as Siebel Workflow, Assignment Manager, and Task UI. It also covers the knowledge and skills needed to participate in a Siebel implementation project - the logical structure of Siebel applications, the Siebel Web architecture, data access and Siebel Tools, including modifying the business logic/user interface to Siebel applications and using Siebel automation. Up-to-date training and field experience are recommended.

Certifying Organization
Oracle Corporation
https://www.oracle.com/index.html

Certification Details
● Education and Training Required? Yes
● Work Experience Required? Yes
● Oral or Written Exam Required? Yes

Siebel Customer Relationship Management (CRM) 8 Business Analyst Website

Source: CareerOneStop, sponsored by the U.S. Department of Labor (USDOL).