SP-04 Taxpayer Services Agent – Western Client Contact Centre (Amended)

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

Come work for the CRA, one of the Top 100 Employers in Canada!
 

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!
 

As a Taxpayer Services Agent, you will be asked to:

• Provide explanations and/or clarification to clients over the telephone in response to enquiries concerning the filing and processing of Individual or Business Tax Returns
• 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. This position is ideal for those who like to help others and communicate.
 

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.
 

To obtain a copy of the work description, please contact: 80VSP4HIREG@cra-arc.gc.ca
 

Please note that we are reviewing the salary of this position.
 

The pool established from this staffing process may be used to staff similar or lower level positions located in the Western Region.
 

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

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

Important information about the position:

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 positions 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:

• 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 6:00 p.m. on Saturdays
   

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.

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 the Western Region (Surrey, BC, Edmonton, AB, Calgary, AB). 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.
 

We may give preference to the first 500 candidates (depending on the location preference of candidates) who meet the staffing requirements to apply. Additional candidates may be considered as needed. If you are considered further, we will notify you in writing of the next step in this staffing process.
 

Essential staffing requirements

To be eligible, you must meet the following requirements.

Education

• Successful completion of a secondary school diploma
   

Note 1: 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) will result in your application not being considered further.
 

Note 2: Candidates with foreign education credentials must have their education confirmed by a recognized credential assessment service, and a copy of the completed assessment must also be uploaded in the education section of your Candidate Profile prior to applying. If you do not have your foreign education credentials assessment uploaded to your Candidate Profile with your application you will be screened out of the process. Please visit the Canadian Information Centre of International Credentials website at http://www.cicic.ca/.
 

Note 3: Any applicable fees are the responsibility of the candidate.
 

Note 4: 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.
 

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

Minimum of six (6) cumulative months of experience working with a variety of computer applications. For example, experience using Internet search engines, Excel, Word, and Outlook, etc.
 

Note: The onus is on the candidate to demonstrate how they meet the experience requirement(s). Only applicants who demonstrate that they meet the experience requirements will be considered further. Failure to provide sufficient information will result in those applicants being screened out.
 

Candidates must obtain the essential experience prior to submitting their application for this process.
 

Candidates are encouraged to submit their online application, education credentials and all required documents as soon as possible. Candidates will be screened against the prerequisite staffing requirements on an on-going basis and must demonstrate that they meet the essential education and experience requirements. If you meet the prerequisite staffing requirements, you may be invited to an assessment.

Essential

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

• Taxpayer Contact I (KFEL-01) – Entry-level test: Korn Ferry cognitive abilities, and behavioural competencies
• Ability to Communicate Effectively in English – Verbal communication
• Second Language Evaluation (for any bilingual positions that may be staffed from this process)
   

Asset Staffing Requirements

The asset staffing requirements listed below may be assessed/applied at a later date and may be used to select candidate(s) for appointment. They may include, but are not limited to:

• Ability to Research and Interpret Information
• Ability to Demonstrate the People First Philosophy
• Dependability
• Performance Validation
• Start date
• Employment Equity
• Budgetary Considerations
• Availability throughout the duration of the appointment
• Minimize Business Disruption
   

Conditions of employment

• Reliability/Security: Reliability Status 
• Willingness to take and successfully complete training
• Willingness to work shifts or a flexible schedule (including weekends and statutory holidays)
• Physically reside within reasonable commuting distance from their assigned Western Client Contact Centre Office (Surrey, Edmonton, Calgary)
• Willingness to work overtime

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. In addition to your candidate profile, you should also regularly check your email inbox, including your junk folder, for any correspondence from us.

Name: Western Client Contact Centre
Email address: 80VSP4HIREG@cra-arc.gc.ca

Please quote requisition number 58544682 on all correspondence.

IMPORTANT: You must apply online. Emailed applications will NOT be accepted.