What Is the Certified Service Center Program?

Renewal Application

What is the Certified Service Center Program?

The Certified Service Center Program ™ is designed as a tool to aid consumers in recognizing quality service centers, to help electronics and appliance product makers in selecting approved agents for in-warranty or out-of-warranty services, and to provide a standard for professional service firms that desire to offer outstanding customer service and technical support.

Who’s Eligible for Renewal?

Any Certified Service Center™ that has been previously certified and is due for their renewal after 3 (three) years

What’s Involved?

To be eligible for the Certified Service Center™ program, a service center agrees to adhere to ten requirements that have been developed by representatives of all facets of the service industry. These requirements cover facility service ability; code of conduct; test equipment and tools; customer service and warranty policies; management ability; technician certifications; licensing; insurance and professional appearance of workers and the business.

How Do I Apply For A CSC Renewal?

Application Form and Fee
Form
To apply for the Certified Service Center™ program simply email this form to Carla Hurtubise at . or mail this form to the address below.
Please make your checks out to Certified Service Centers and mail to: CSC, 5 Depot Street, Greencastle IN 46135.

Memberships
Please check the associations in which you hold membership:

Consumer Electronics Association –CEA
Attention: Certified Service Center Applications
5 Depot Street
Greencastle, IN 46135
800-288-3824
Electronics Technicians Association, International – ETA®
Attention: Certified Service Center Applications
5 Depot Street
Greencastle, IN 46135
800-288-3824
Professional Service Association – PSA
Attention: Certified Service Center Applications
71 Columbia Street
Cohoes, NY 12047
518-237-7777
North American Retail Dealers Association – NARDA
Attention: Certified Service Center Applications
222 South Riverside Plaza, Suite #2160
Chicago, IL 60606
312-648-0649

Denial of Renewal Application:

Renewals that do not meet the requirements will be discussed with the applicant. During a 45-day extension period the business may seek to meet any remaining requirements that caused the renewal application to be denied, by submitting additional materials. If, after 45-days from the date of the renewal application, the application has still not been approved, the business will be asked to submit a new application.

Renewal Certification Period

Renewal Certifications are valid for three years from the date of certification.

Renewal Notification

Service Centers may renew their certification credentials by supplying the renewal fee and updated requirements information up to 60 days prior to the expiration date.

Date of original certification : / Click here to enter a date. /
Company Name: / Click here to enter text. /
Address: / Click here to enter text. /
City: / Click here to enter text. /
State: / Click here to enter text. /
Zip Code: / Click here to enter text. /
Phone: / Click here to enter text. /
Fax: / Click here to enter text. /
Email Address: / Click here to enter text. /
Website: / Click here to enter text. /
Contact: / Click here to enter text. /
Your Title: / Click here to enter text. /

REQUESTED CERTIFICATION CATEGORY (Please Choose one per Application)

Select a Category: Choose an item.

FEE CALCULATION

Fee Options / Fee Calculation
Base Fee / $525.00
Association Membership / (-90)
Certified Technicians (51% - 99%) or (100%) / (-$90 or -$180)
*Customer Service Certification (51% - 100%) / (-$25)
Each Additional Satellite Location / $50
Late Fee / $50
Total

*ETA offers a Customer Service Specialist – CSS, and PSA offers a Certified Consumer Specialist – CCS.
Either of these certifications apply here

Certified Technicians

If 51 percent to 99 percent of the technical workers you employ hold a designation outlined in requirement 5 of this application, subtract $90 from your total. If 100 percent of the technicians you employ hold a designation outlined in requirement 5 of this application, subtract $180 from your total.

Customer Service Designation

If more than 50 percent of the designated customer service personnel in your service department hold a Customer Service Specialist (CSS available through ETA) or Certified Consumer Specialist (CSS available through PSA), as outlined in Requirement 4, you can subtract an additional $25 from your application fee. Customer service personnel are defined as those individuals in the service department who deal with your customers on a daily basis. Please note that you must supply the names and certification information with the application under the Customer Section, Requirement 4.
SAMPLE CALCULATION

Base Fee / $525
Association Membership / -$90
Certified Technicians / -$90
Customer Service Certification / -$25
1 added satellite location / +$50
Total / $370

PAYMENT INFORMATION:

Please Email this form to Carla Hurtubise at . and make your check payable to
Certified Service Centers and Mail To: CSC, 5 Depot Street, Greencastle IN 46135

Be sure to copy or print your application and keep for your records.

CSC COMMENTS OR SUGGESTIONS

In an effort to get more ideas and suggestions on how the CSC Program has benefited your company. We would like you to share your comments about how the CSC Program has positively impacted you business, and what else we can do to provide even more positive benefits to our existing and future Certified Service Centers. For supplying this information we will supply a $100 credit that can be used to redeem any CSC promotional tools such as business cards, brochures, decals, patches and plaques.

Click here to enter text. /

Thanks again for your CSC application.

Satellite Information

If your company has Added any New Satellite Locations since your last application - You will need to include a management/control description along with the following contact information, and pictures of the building, lobby and parking and signage for these locations.

Management / Control Description

Click here to enter text. /

Satellite #1 Contact Information:

Company Name / Click here to enter text. /
Address: / Click here to enter text. /
City: / Click here to enter text. /
State: / Click here to enter text. /
Zip Code: / Click here to enter text. /
Phone: / Click here to enter text. /
Fax: / Click here to enter text. /
Email Address: / Click here to enter text. /
Contact / Certifications: / Click here to enter text. /
Job Title: / Click here to enter text. /

Satellite #1 Pictures:

Upload Image of Storefront with Signage: / Upload Image Of Store Lobby or Reception Area:
Upload Image of Service Vehicle: / Upload Image of Available Parking:

Satellite #2 Contact Information:

Satellite #2 Pictures:

Upload Image of Storefront with Signage: / Upload Image Of Store Lobby or Reception Area:
Upload Image of Service Vehicle: / Upload Image of Available Parking:

REQUIREMENT AFFIDAVITS

Please read each requirement statement and follow the corresponding instructions.

Requirement 1:

Repair Facility
Each Certified Service Center is asked to have a storefront or other fixed, permanent and professional place of business suitable to the nature of the business and that complies with all applicable zoning laws. Exceptions to the visible repair facility requirement will be reviewed by the Certification Oversight Committee.

♦INSTRUCTIONS: Click on each box and choose which image you want to upload. Your images should show: (a) storefront with signage, (b) store lobby or reception area, (c) service vehicle, and (d) primary customer parking area. Initial the statement of agreement at the bottom of the page.

**Note if this information is the same check this box below Initial / Date and proceed to Requirement #2

Upload Image of Storefront with Signage: / Upload Image Of Store Lobby or Reception Area:
Upload Image of Service Vehicle: / Upload Image of Available Parking:

I certify that our location complies with all applicable zoning laws.

Initials: Click here to enter text. Date: Click here to enter a date.

Requirement 2:

Adherence to Code of Conduct:
Each Certified Service Center™ shall agree to abide by the established code of ethics.

♦INSTRUCTIONS: Read the following CSC code of ethics and sign the statement of agreement at the bottom of the page.

Code Of Ethics:

We will conduct business in a manner that will insure the confidence of our customers.
We will not participate in any false or misleading advertising.
We will provide an estimate of charges before work is performed.
We will perform only such service as is necessary and authorized by the customer.
We will provide new and first quality parts, unless otherwise specified.
We will provide accurate invoices that list all parts that were used and service that was performed.
We will resolve all complaints promptly and courteously.
We will handle customer property carefully and will maintain insurance to protect this property while in our control.
We will strive to continually improve the image and reputation of our industry.

We agree to abide by the CSC Code of Ethics outlined above.

Signature:Click here to enter text. Date:Click here to enter a date.

Requirement 3:

Industry Approved Equipment

Each Certified Service Center™ shall have and maintain in good repair the industry approved minimum test equipment for each product category for which they are certified. For information on recommended test equipment please go to

Test Equipment
Please refer to the CEA/CSC Recommended Test Equipment Reference List for required minimum test equipment in the following areas:

Appliances
Audio/Video
Biomedical
Communications
Computers
Office Equipment
Mobile
Satellites
Security Systems
Consumer Electronics
Bio-Medical

♦INSTRUCTIONS: I certify that we have the industry-approved test equipment for the following product category (chose the one that applies). Please include the model number for test equipment that may be valued at more than $500 in the space provided below.

Select a Category: Choose an item.

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I certify that we have and will maintain the required test equipment.

Initials: Click here to enter text. Date: Click here to enter a date.

Requirement 4:

Customer Service Program

Each Certified Service Center™ agrees to have a written customer service program that includes a customer communication and relations process.
The written policy should:

Outline the procedures used to inform customers of the following:
Estimates
Revised estimates
Parts to be ordered
Parts on backorder
Completion of repair
Service delays and
Field service appointments.
Describe the methods used to gather information from the customer regarding the perceived quality of service received.
Describe how this information is then used to improve the level of service provided to the customer.
Include copies of surveys, charts and reports that are utilized for this purpose.
Explain the process used to resolve a customer complaint -- including
A list of each step of that process
The person responsible for that step
The required time frame for action.
This Policy should be posted for customer inspection.

If the information is the same check this box Initial and proceed to Requirement #5.

♦INSTRUCTIONS: (1) Type, copy and paste your customer service policy below. Be sure it covers each of the bullet points above. (2) Sign the certification statement below.

Click here to enter text. /

Note: It is required to have at least 50% of your Customer Service personnel in the service department certified through an approved Customer Service Certification Program (Customer Service Specialist - CSS available through ETA, and Certified Service Specialist – CCS available through PSA). Please submit the names and the certifying organizations in the space provided with this renewal application. If you have more than 50% of your customer service personnel certified you will receive a $25 discount with this application.

Click here to enter text. /

A discount will be given off the base application fee for Service Centers with 51% -100% of their employees currently holding an approved Customer Service Certification.

**What percent or your Customer Service Personnel are Certified?Click here to enter text.

I certify that our customer service program is followed as described.

Initials: Click here to enter text. Date: Click here to enter a date.

Requirement 5:

Technical Certification

At least 50 percent of all technicians and technical workers employed by each CSC applicant must be certified by a recognized national certification provider.

ETA, PSA and ISCET have entry-level (associate) certification programs. Other certification provider programs will be considered by the CSC Certification Oversight Committee on a case-by-case basis.

Approved Journeyman Level Certifications:

Certification / Approved Level Certifications / Organization
Consumer Electronics / Certified Electronics Technician / ISCET or ETA
Appliance / Certified Appliance Professional
NASTEC
Certified Technician – Appliances
Certified Appliance Technician / PSA
NARDA/ISCET
USA
ISCET
Satellite Systems / Certified Electronics Technician
Certified Satellite Installer
Small Dish Installation Certificate / ISCET or ETA
ETA
SBCA
Audio/Video / Certified Electronics Technician / ISCET or ETA
RF Communications / Certified Electronics Technician
NARTE Tech Certification, Class 1&2
NARTE Eng Certification, Class 1,2 or 3 / ISCET or ETA
NARTE
NARTE
Mobile Electronics / Certified Electronics Technician / ISCET or ETA
Computers/Office Equipment / Certified Electronics Technician, Computer
Certified Network Computer Technician
Computer Service Technician
Certified Network Systems Technician
A+ Certification
Microsoft Certified Systems Engineers / ISCET or ETA
ETA
ETA
ETA
Comp Tia
Microsoft
Security Alarms/Alarm Systems / Certified Electronics Technician / ISCET or ETA
Biomedical / Biomedical Electronics Technician (BMD)
Biomedical Imaging Equipment Technician (BIET)
Journeyman Level Medical Certification / ISCET or ETA

♦INSTRUCTIONS: (1) Give a listing of the certification ID numbers of the certified technicians employed by your company. Please include the name(s) of the organization(s) through which your technicians are certified. If applying for refrigeration certification include the names of those technicians who are EPA-certified for refrigerant handling. (2) Sign certification statement below.

How many total technicians do you currently employ? Click here to enter text.

What percentage of those total technicians are certified? Click here to enter text.

Please Include Technicians Name, Certified Organization, Certification, ID#

Technicians Name / Certified Organization / Certification / ID#
Tec Name. / Certified Org. / Certification. / ID# /
Tec Name. / Certified Org. / Certification. / ID# /
Tec Name. / Certified Org. / Certification. / ID# /
Tec Name. / Certified Org. / Certification. / ID# /
Tec Name. / Certified Org. / Certification. / ID# /
Tec Name. / Certified Org. / Certification. / ID# /
Tec Name. / Certified Org. / Certification. / ID# /
Tec Name. / Certified Org. / Certification. / ID# /
Tec Name. / Certified Org. / Certification. / ID# /
Tec Name. / Certified Org. / Certification. / ID# /

I certify that our company complies with all technical certification requirements outlined above.

Initials: Click here to enter text. Date: Click here to enter a date.

Requirement 6:

Service Manager Certification

Each Certified Service Center™ shall employ at least one manager who has passed the Certified Service Manager exam.

Approved Service Manager Certifications

Certified Service Manager - PSA
Certified Service Manager – ETA
National Association of Service Managers Certification

♦INSTRUCTIONS: (1) List the name of the manager who has passed an approved Certified Service Manager examination. (2) Please include the certification ID number and which Certifying agency your CSM, CSS or technician has been approved by. Initial the certification statement below.

Service Manager / Certifying Organization / Certification Number
Click here to enter name. / Click here to enter Org. / Click here to enter Cert. #. /

I certify that our company complies with the service manager certification requirements outlined above.

Initials: Click here to enter text. Date: Click here to enter a date.

Requirement 7:

Licensing Requirements

Each Certified Service Center™ shall comply with all federal, state and local business licensing and zoning laws.

♦INSTRUCTIONS: Please read and sign the certification statement below.

I certify that our company complies with all federal, state, and local licensing laws.

Initials: Click here to enter text. Date: Click here to enter a date.

Requirement 8:

Insurance Coverage

Each Certified Service Center™ agrees to maintain insurance coverage for business liability and customer merchandise.

♦INSTRUCTIONS: Click on the browse button and upload an image of the cover sheet of your current insurance, which shows the effective dates and coverage. Read and initial the certification statement below.

Upload Image of Insurance Policy: File Types allowed: jpg, jpeg, gif, png, bmp

I certify that our company maintains and will continue to maintain the insurance coverage specified above.

Initials: Click here to enter text. Date: Click here to enter a date.