The CRA is looking for agents in customer service for a call center position in level SP-04 at [...]

Canada Revenue Agency - Agence du revenu du Canada; Montreal; On-site; CAD 30,000 - 60,000; Full time

Job summary

A governmental agency in Montreal is seeking a Taxpayer Services Agent to assist with taxpayer inquiries and tax-related services. The position requires excellent communication skills and a secondary school diploma. Successful candidates will work full-time and must be bilingual in English and French. The role also offers a competitive hourly wage starting at $33.41, alongside various benefits to support work-life balance and personal development.

Benefits

Flexible leave for work-life balance

Health care coverage

Advantageous pension and employee assistance program

Ongoing training and career opportunities

Qualifications

• Must be available to work all scheduled hours.
• Access to tools necessary for teleworking required.
• Bilingual (English and French) language skills are essential.

Responsibilities

• Respond to tax-related enquiries and requests.
• Perform various calculations for tax requirements.
• Educate taxpayers about available services.

Skills

Excellent customer service, oral and written communication skills

Judgment

Strong organizational and priority management skills

Attention to detail

Results-oriented attitude

Education

Successful completion of a secondary school diploma

Job description

About The Job

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, diversity and inclusion (DI), please visit the CRA web sites: Employment equity, diversity and inclusion and Our workforce testimonials.

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. Ensure that you have provided consent 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.

CRA's National Employment Equity 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 at a CRA‑approved location a minimum of three days per week or 60% of their regular monthly work schedule. Individual exceptions may be granted based on circumstances.

What to Expect When Applying for This Position?

The purpose of this process is to staff various call center customer service agent positions at the SP‑04 level at the Quebec Regional Contact Centre (QRCC) on a full‑time basis.

Among other things, you will be called upon to work together with taxpayers, your colleagues and partners, in an innovative and stimulating climate, within a dynamic team.

These Tasks Require Several Skills

• Excellent customer service, oral and written communication skills
• Judgment
• Strong organizational and priority management skills
• Attention to detail
• Results‑oriented attitude

You think you are the right candidate? Then join us!

Why Work At The CRA? In Addition To Competitive Salaries Starting At $33.41 Per Hour For SP‑04, We Offer Some Of The Most Sought‑after Benefits

• Flexible leave for work‑life balance.
• A health care system that covers multiple life events such as medical expenses, prescription drugs, vision care, dental care, out‑of‑province medical expenses and hospitalizations.
• An advantageous pension, employee assistance program (EAP) and more.
• Ongoing training to reach your full potential.
• Career opportunities supported by a competent management team.
• A workplace that supports a diverse workforce and talent development.

Important Information About The Position

• Working hours and schedules may fluctuate. Agents must be available to work all scheduled hours, as scheduled match call demand and could be changed as needed.
• Contact Center hours of operation are Monday to Friday from 8:00 a.m. to 8:00 p.m., but may change to meet operational needs at different times of the year. Please consider these hours before applying as shift preference may not be granted.
• You must have access to tools necessary for teleworking (for example: high‑speed internet connection).

As a Taxpayer Services Agent, You Will Be Asked To

• Respond to a variety of enquiries or requests related to tax matters, CRA‑administered programs and related accounts.
• Perform various calculations to determine tax or CRA‑administered program requirements, elections, entitlements, or administrative relief.
• Accept payment arrangements where applicable and authorized, within established parameters.
• Educate taxpayers by providing information and promoting available services.

To obtain a copy of the work description, please send an email to the address at the bottom of this notice.

Language Requirements: Bilingual Imperative (CBC/CBC)

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

This staffing process may be used to staff positions within various federal public service organizations.

Types Of Staffing Requirements

Minimum: the minimum staffing requirements indicated in this notice of job opportunity are mandatory for all positions to be staffed. The minimum staffing requirements are: education, language, performance level, security status and/or clearance and suitability.

Essential: essential staffing requirements indicated in this notice of job opportunity will be assessed and may be used to identify candidates for positions to be staffed.

Asset: asset staffing requirements indicated in this notice of job opportunity may be assessed and may be used to identify candidates for positions to be staffed. You will be notified in advance of any asset staffing requirements being assessed, at the evaluation stage, that are not listed on this notice.

To Apply

SCREENING FOR PREREQUISITES STAGE

Who Can Apply?

Persons living in Canada and Canadian citizens and permanent residents living abroad.

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

Please note that this process will be used to staff positions at the Quebec Regional Contact Center, located at the Tax Services Office (TSO) in Montreal, at 305 René Lévesque Boulevard West, Montreal 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 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.

We recommend that you submit your application as soon as possible as the closing date and time on this notice of job opportunity may change and applications may be reviewed on an ongoing basis. In addition, evaluations and appointments may occur at any time.

Please note that candidates may be required to pass the Korn Ferry assessment before their application is reviewed.

We may give preference to the first 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.

You Must Successfully Complete the Screening Questionnaire

When you apply, you will be required to complete a screening questionnaire. The pass mark will be 60%. Candidates with 5 or fewer correct answers will be automatically excluded from the hiring process. To help you answer them, please visit the Canada Revenue Agency – Canada.ca.

If you require accommodations at any point in this process, we encourage you to indicate this in your questionnaire when you apply, or contact the person mentioned at the bottom of this notice. Your request will be treated confidentially.

Minimum Staffing Requirements

• Education: Successful completion of a secondary school diploma.
• Suitability*
• If you are a former CRA employee and your most recent period of employment with the CRA ended under one of the following circumstances, a case‑by‑case review will be conducted to determine whether the reasons for your termination affect your ability to meet the staffing requirements for the positions to be staffed as part of this staffing process:
• Rejection on probation
• Termination of employment for incompetence
• Termination of employment for misconduct

You must upload your proof of education in the Education section of your Candidate profile by the closing date and time indicated on this poster. Failure to do so may result in your application being rejected.

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

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

All applicable fees are your responsibility.

Candidates are encouraged to submit their online application, education credentials and all required documents as soon as possible. Candidates will be screened for the prerequisite staffing requirements on an on‑going basis. Candidates who meet the prerequisite staffing requirements will continue to progress in this staffing process.

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.

ASSESSMENT STAGE

Minimum Staffing Requirements

• Second Language Evaluation
• Performance validation

Essential Staffing Requirement

• Unsupervised online test – Korn Ferry Taxpayer Contact I (KFEL‑01)

We may limit the number of candidates to be considered further in this staffing process by using a top‑down approach to select candidates with the best results achieved on the Korn Ferry Taxpayer Contact I (KFEL‑01) test.

The evaluations can be done at the time of your choice within predetermined time slots. Candidates are expected to make themselves available for unsupervised online assessments during this period. Please note that no evaluation will be deferred without exceptional circumstances that will be considered on a case‑by‑case basis. If you do not complete the assessments, your application will be rejected. These candidates will be considered withdrawn from the process. More details about the assessments will be sent to the email address on your candidate profile at a later date.

Asset Staffing Requirements

• Employment Equity
• Budgetary considerations
• Start date
• Diversity and Inclusion
• Duration of appointment
• Experience
• Additional education or training
• Minimize business disruption
• Qualification

Conditions of Employment

• Reliability/Security: Reliability Status
• Willingness to work on evenings and/or on weekends
• Willingness to work overtime
• Willingness to work shifts or a flexible schedule (including weekends and statutory holidays)

Want to Know More?

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.

Plan ahead! Gathering the documents required for security screening can take time, so we recommend that you start this process early. For more information, see: Applying for Government of Canada jobs: What happens next – Canada.ca

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.