SP-04 Taxpayer Services Agent, Calgary Call Centre, Southern Alberta Tax Services Office (Amended)

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

Key duties include:

• Providing explanations and/or clarification to clients over the telephone in response to enquiries concerning the filing and processing of Individual Tax Returns
• Explaining various social programs administered by the CRA
• Gathers information from taxpayers to establish the precise nature of their enquiry or request
• Researches possible responses or solutions using a variety of internal and external information sources
• Techniques and practices used 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

The agent offers quality client service to meet the taxpayer's/benefit recipient's needs. They must demonstrate courtesy, empathy and professionalism. This position is ideal for those who like to help others and communicate with taxpayers and benefit recipients in answering their enquiries.

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.

Work conditions require adapting to change, dealing with stress, and dealing with potentially angry clients.

The initial intent of this staffing process is to staff term positions with the possibility that this staffing process may be used to staff permanent positons at a later date. Term contracts may be extended and may be full or part time depending on operational requirements and budget available.

Hours of work will vary with the position being staffed:

• February – April: Employees will work various shifts between the hours of 7:00 a.m. and 9:00 p.m. from Monday to Friday and between 9:00 a.m. and 5:00 p.m. on Saturdays.
• May – January: Employees will work various shifts between the hours of 7:00 a.m. and 8:00 p.m. Monday to Friday and between 9:00 a.m. and 5:00 p.m. on Saturdays.

Successful applicants interested in positions must be available to attend full-time training each day (37.5 hrs/week) Monday to Friday or Tuesday to Saturday for a period of up to six (6) weeks. This training may be onsite or via virtual technology.

The pool established from this staffing process may be used to staff similar or lower level positions.

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

Due to the COVID-19 pandemic, public health recommendations and restrictions are in place across Canada and may change as circumstances evolve. You may be required to temporarily work remotely (e.g. from home). Further information will be provided if you are selected for the position.

Did you know that the CRA is one of the Top 100 Employers in Canada?

 

Who can apply

Persons living in Canada and Canadian citizens living abroad;

AND eligible veterans and Canadian Forces members;

AND individuals with preferred status who live or work within the general rule of minimum distance of the position(s) being staffed

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

Please note that this process will be used to staff positions in Calgary, AB only. 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, as well as any relocation costs if you receive an offer of employment from this process. 

Qualified members and former members of the Canadian 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.

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. 

 

Essential staffing requirements

To be eligible, you must meet the following requirements:

 

Education

•  Successful completion of a secondary school diploma

Note: You must upload your education credentials in the education section of your Candidate Profile prior to submitting your application in order to demonstrate that you meet the essential education requirements. Failure to provide the required document(s) may result in your application not being considered further.

Candidates with foreign education credentials must have their education confirmed by a recognized credential assessment service.

Note: Any applicable fees are the responsibility of the candidate.

Your name in your candidate profile of the Integrated Staffing System (ISS) should match the name on your government issued ID and your education credentials. If your name does not match, please correct your name in your candidate profile by logging in to the CRA Careers Site. If your government issued photo ID or your education credentials show a different or former name, you will be asked to provide proof of legal name change. Please contact CRACalgaryStaffing@cra-arc.gc.ca with any questions or concerns.

 

Experience

• Minimum of six (6) cumulative months of experience 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 working with a variety of computer applications for the purposes of word processing, spreadsheets, and internet browsing.

 

Candidates are encouraged to submit their online application, education credentials and all required documents as soon as possible. Candidates will be assessed and appointed on an on going basis.

Essential

The essential staffing requirements indicated below will be assessed during the process and may be used to identify candidates for positions. Asset staffing requirements may also be assessed during the staffing process and may be used to identify candidates for positions. You will be notified in advance of any asset requirements to be evaluated.

• Cognitive abilities, and behavioural competencies – Korn Ferry Unsupervised Internet Test
• Ability to Follow Call Process
• Organizational Fit
• Interpersonal Skills
• Ability to Communicate Effectively in English – Verbal Communication
• Dependability
• Performance validation

All interactions throughout this process, including email correspondence, may be used in the assessment of the qualifications listed.

 

Conditions of employment 

• Reliability/Security: Reliability Status
• Willingness to take and successfully complete training
• Willingness to work on evenings and/or on weekends
• Willingness to work shifts or a flexible schedule (including weekends and statutory holidays)
• Physically work from Calgary, AB

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

The CRA is committed to building a skilled, diverse workforce reflective of Canadian society. To find out more, consult Employment equity, diversity and inclusion at the CRA. We encourage you to complete the Employment Equity (EE) Staffing questionnaire as part of your application if you wish to be considered for staffing actions using the EE staffing requirement in this process. Your questionnaire response will be retained on file for the duration of the staffing process. If you do not complete the questionnaire, you will not be considered for any staffing actions using the EE 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 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.

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.

Name : Calgary Call Centre Staffing

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