SP-04 Taxpayer Services Agent – Western Client Contact Centre

For a description of key terms used on CRA job notices, go to Definitions for job seekers.

The CRA is committed to providing an inclusive and barrier-free work environment with a diverse workforce that reflects the Canadians we serve. It starts with the hiring process. To find out more about the CRA's actions in support of Employment Equity (EE), diversity and inclusion (DI), and read testimonials from our employees and executives, please visit the following CRA web sites: Employment equity, diversity and inclusion and Our workforce testimonials - Canada.ca.

We encourage you to complete the EEDI Staffing questionnaire as part of your application if you wish to be considered for appointments using the EE and/or DI staffing requirement in this process. Also, ensure that you have provided consent in the EEDI staffing questionnaire for your EEDI information to be used for screening or selection. If you do not complete the questionnaire, you will not be considered for any appointments using the EE and/or DI staffing requirement in this process. If you decide to modify your response or fill out this questionnaire at a later date, please notify the contact listed at the bottom of this notice of job opportunity.

CRA's National EE Staffing Strategy strives to eliminate gaps for the four EE designated groups: Indigenous peoples, persons with disabilities, members of visible minorities, and women. Where an EE gap exists at the time of appointment, EE may be used as an appointment criterion for permanent and temporary appointments over six months made through this process.

Employees are required to work on-site in accordance with the CRA's requirement for on-site presence. Workplace arrangements are based on the position, work location and operational requirements, and are subject to change. Specific on-site presence requirements will be shared with candidates selected for appointment. Workplace accommodations based on the duty to accommodate as well as individual exceptions may be granted depending on the circumstances and the nature of the work being performed.

At the CRA, we administer tax, benefits and related programs. When you work with us, you have an opportunity to touch the lives of Canadians and be part of a community of over 40,000 employees who take pride in what they do.

We are also about putting people first. We value the importance of creating a healthy and respectful workplace. Our employees are encouraged to be themselves. We value integrity, respect, professionalism, and collaboration. Come join us in supporting service excellence!

 

Here are the job duties for the role:

As a Taxpayer Services Agent, you will consistently take incoming phone calls from taxpayers and their representatives. The majority of the job duties require individuals to interact and communicate with taxpayers on the phone for up to seven (7) hours a day in a call centre environment. As a Taxpayer Services Agent, you will be asked to:

• Provide explanations and/or clarification to taxpayers over the telephone in response to enquiries concerning the filing and processing of Individual or Business Tax Accounts
• Explain various social programs administered by the CRA
• Gather information from taxpayers to establish the precise nature of their enquiry or request
• Research possible responses or solutions using a variety of internal and external information sources
• Use techniques and Agency practices to operate various computer applications and systems required to enter information, research, analyze and resolve questions or problems and requests raised by taxpayers, including payment reconciliation

Taxpayer Services Agents offer quality client service to meet the taxpayer's/benefit recipient's needs. As an Agent, you must demonstrate courtesy, empathy and professionalism even during times of stress and difficult situations. This position is ideal for those who like to help others, are adaptable to change, and can communicate effectively with challenging clients.

To fully and effectively communicate with taxpayers through the phone, this position requires the use of a headset or handset for prolonged periods, working in an environment that contains background noise and constant exposure to a computer screen.

Please note that we are reviewing the duties/group and level/salary of the job.

To obtain a copy of the work description, please contact: WPGWHR4G@cra-arc.gc.ca.
 

Important information about the position:

This staffing process will primarily be used to fill positions with schedules of:

•  Monday to Friday between 8:00am to 6:00pm

Please note:

• Hiring could begin as early as fall.
• You may be required to work in the office five (5) days a week.
• Virtual reporting outside of these locations is not possible.

 

Intent of the process: 

Please note that this process will be used to staff positions in following locations:

• Calgary, AB
• Edmonton, AB
• Surrey, BC

If you are a candidate from the general public, you will have to pay for any expenses related to your participation in this staffing process.

Qualified members and former members of the Canadian Armed Forces who receive an offer of employment are not entitled to relocation costs from the CRA. They may, however, be entitled to a final relocation from the Department of National Defence. 

The intent of this staffing process is to establish a pool to staff term (temporary) assignments only. This process may be used to staff Bilingual Imperative positions should the business need occur.

The pool established from this staffing process may be used to staff similar positions in any CRA office located within the Western Region.

Definitions of key terms to simplify some of the language you will find on our job posters are available at:

• Important information on staffing at the CRA
• Definitions for job seekers - Canada.ca

Who can apply

Any individual residing in Canada, and Canadian citizens and permanent residents residing abroad.

Preference for appointment will be given to veterans first, followed by Canadian citizens and permanent residents.

Education:

• Successful completion of a secondary school diploma

Proof of Education

Candidates are responsible to ensure that clear and legible electronic copies of their education credentials are uploaded as attachments into the education factor(s) in the education section of their candidate profile. Failure to do so prior to submitting your application may result in your application not being given further consideration.

Note: Your name in your candidate profile of the Integrated Staffing System (ISS) should match the name on your government issued photo ID and your education credentials. If it does not, please correct your name in your candidate profile by logging in to the Careers website or contact the staffing board with any questions/concerns. If your education credentials show a different or former name, please provide proof of legal name change. Failure to upload and/or to provide supporting document(s) will result in your application not being considered further.

 

Foreign education credentials and designations:

Please note: If you have education credentials or designations completed outside of Canada, please review the following link for additional documentation requirements: Foreign education credentials and designations.

If you have foreign education credentials, you must have your education credentials confirmed by a recognized credential assessment service and provide proof of Canadian equivalency to the staffing board. For more information, visit the Canadian Information Centre for International Credentials.

If you have a foreign accounting designation, you must have your designation confirmed by the Chartered Professional Accountants Canada (CPA).

Any applicable fees are your responsibility.

 

Essential staffing requirements 

Experience 1:

Minimum of twelve (12) cumulative months of experience in the last thirty-six (36) months working and/or volunteering with the public in a client service environment, either on the telephone, by written correspondence and/or in person.

AND

Experience 2:
Minimum of six (6) cumulative months of experience within the last twenty-four (24) months working with a variety of computer applications. For example, experience using Internet search engines, Microsoft Excel, Microsoft Word, and Microsoft Outlook, etc.

 

The onus is on the candidate to fully demonstrate that they meet the experience requirements utilizing clear and comprehensive examples. Insufficient information may result in your application not being considered further.

You are encouraged to submit your online application, education credentials and all required documents as soon as possible. Applications will be screened against staffing requirements mentioned above on an on-going basis. If you meet these staffing requirements, you may be invited to an assessment.

If you have a limitation that may impact your performance during an assessment, such as a test or interview, you may require an accommodation, and we encourage you to ask for it. Assessment accommodations are designed to remove the obstacles without altering the criteria being assessed so candidates with limitations can fully demonstrate their abilities. If we invite you to be assessed, we will send you more information on how to request accommodation measures throughout this staffing process.

Each request will be individually reviewed. You will be asked to provide information regarding your limitations to be reviewed by a trained assessment accommodation advisor. If needed, professional documentation may be requested to determine the appropriate accommodation measures.  All information will be kept confidential. 

For examples of assessment accommodations, please visit: Accommodation during an assessment as a candidate.

Minimum staffing requirements:

• Performance validation, if required
• Language requirements:
  • English essential
  • Bilingual imperative (English and French)

• Suitability*

*If you are a former CRA employee whose most recent period of CRA employment ended due to one of the following ways, a case-by-case review will be conducted to determine if the reason(s) for your end of CRA employment impacts your ability to meet the Suitability requirement for the position(s) being staffed through this staffing process:

• Rejection on probation
• Termination of employment for misconduct
• Termination of employment for incompetence

Essential staffing requirements:

The essential staffing requirements indicated below will be assessed during the process and may be used to identify candidates for positions.

• Custom Entry-Level Korn Ferry Test (KFEL-00)
• Ability to Read and Interpret Information
• Dealing with Difficult Situations
• Ability to communicate effectively in writing
• Ability to communicate effectively orally
• Dependability

Asset staffing requirements:

• Experience working at a Contact Centre or Call Centre as a phone agent.  
• Availability throughout the appointment
• Program continuity
• Budgetary considerations
• Duration of appointment
• Start date
• Minimize business disruption
• Employment Equity
• Secondary Language Evaluation (SLE)

You will be notified in advance of any additional asset staffing requirements that may be evaluated.

Random selection or a top-down approach on assessment results may be invoked at any stage in this process to limit numbers of candidates, or for appointment purposes.

Conditions of employment

• Reliability and Security: Reliability Status
• Requirement to work on the phones
• Willingness to take and successfully complete training in the office
• Willingness to work shifts or a flexible schedule (including evenings, weekends and statutory holidays)
• Physically reside within reasonable commuting distance and work from their assigned Western Client Contact Centre Office (Calgary, AB, Edmonton, AB or Surrey, BC)
• Availability for duration of the assignment

We encourage you to read Important information on staffing at the CRA to find out more about staffing processes and how to apply.

CRA employees support the economic and social well-being of Canadians, and build public trust. We have high expectations, and our employees are held to the standards of conduct outlined in our Code of integrity and professional conduct and Directive on conflict of interest, gifts and hospitality, and post-employment.

We encourage you to submit your application as soon as possible as the closing date and time on this notice of job opportunity may change. Applications will be reviewed and assessed on an on-going basis as they are received. Candidates who demonstrate that they meet the staffing requirements may proceed through the staffing process on an on-going basis. Assessments and appointments may take place prior to the closing date and time of this notice. Once our staffing process needs have been met, no further candidates will be assessed or considered. If you are considered further, we will notify you in writing of the next step in this staffing process.

Information regarding the status of your application will be communicated via the candidate profile on the CRA Careers site. We strongly encourage you to verify the email address attached to your profile and to check your messages regularly for any updates. In addition to your candidate profile, you should also regularly check your email inbox, including your junk folder, for any correspondence from us.

Please reference requisition number 62462538 on the subject line for all communication sent to our contact mailbox.

 

Plan ahead! Collecting required security screening documents can take time, we recommend starting this process early. More information available at:

Applying for Government of Canada jobs: after you apply - Canada.ca

 

Name: CRA Western HR-4

Email address: WPGWHR4G@cra-arc.gc.ca