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Voluntary Certification Requirements

Level D 40 hours 1 3 30
Level C 60 hours 3 3 30
Level B 80 hours 5 3 30
Level A 100 hours 8 3 30
Customer Service
Professional (CSP)
164 hours 8 3 30

Approved Training

Approved Training refers to classroom or field training which has been formally approved - prior to the training event - by the T.W.U.A. Customer Service Section. For information regarding the approval process, or for a listing of currently approved training events, contact the T.W.U.A. Central Office at 512/459-3124 or toll-free at 888/367-8982. No training event may be repeated for additional credit, regardless of the time lapse between the two events.

Payment of Application Fees Required

CSS Application


For applications postmarked after June 30, 2001, a fee of $25.00 for T.W.U.A. and C.S.S. members, or $55.00 for non-members, must accompany all applications for (1) Initial Certification, (2) those for Certification Upgrades, and (3) those for the Reinstatement of an Expired Certificate. The Application Fee will increase to $55.00 for members and $100.00 for non-members without formal notice and once testing is implemented.


For Applications postmarked after June 30, 2001, a fee of $25.00 for T.W.U.A. and C.S.S. members, or $55.00 for non-members, must accompany all applications for Certificate Renewal. Please note that certificate renewal may occur only if the application is postmarked not later than the thirtieth day following the certificate's expiration date.

Validity Period

All certificates are issued with a three year validity period. At least forty-five days prior to one's certificate expiration date, a renewal notice will be mailed to the address of record with the T.W.U.A. Central Office.

Continuing Education Credits

All certificate holders are required to acquire a minimum of thirty hours of approved Continuing Education Credits (CEUs) during the three-year certificate validity period (prior to the expiration date).

Members may receive two (2) hours credit for each C.S.S. Chapter meeting they attend. These hours may only be used to retain their current level and may not be used to reach the next level.

Address Changes

It is the individual certificate holder's responsibility to notify T.W.U.A. (in writing) of any address changes. Failure to do so may result in the expiration of one's Customer Service Certificate.

Expired Certificates

Any certificate which has not been renewed prior to thirty days after its expiration date shall be considered as expired. Note that the thirty day "grace period" only applies to the administrative process, and does not extend the time period for acquiring the required CEUs.