Sp-04 Taxpayer Services Agent

2 weeks ago

Edmonton, Alberta, Canada Canada Revenue Agency Full time

Group and level
SP-004

Location
Edmonton, AB; Calgary, AB; and Surrey, BC

Appointment Type

Anticipatory:
Acting, Lateral Move, Term, Promotion

Closing Date
July 05, :59 PM Eastern Time

Pool to be created
Yes

Salary range
$63,946 to $71,971

Region
Western

Language
Various linguistic profiles

Requisition number

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 (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 -


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 at a CRA-approved location a minimum of two days per week or 40% of their regular monthly work schedule.

Effective September 9, 2024, this requirement will change to a minimum of three days per week or 60% of their regular monthly work schedule.

Individual exceptions may be granted based on individual circumstances and the nature of the work being performed.


The CRA is one of Canada's top employers The CRA strives to offer employees a variety of flexible work arrangements to help them achieve work-life balance.

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

Job Duties:


As a Taxpayer Services Agent, the major job duty is to 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.

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
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.


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.

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

Other important information about the position:
Hours of work will vary with the position being staffed.

Possible shift schedules will include the following:

  • 7.5 hour schedule Monday to Friday between 07:00 and 18:00
  • 7.5 hour schedule Monday to Friday 11:00 to 20:00
  • 7.5 hour schedule Tuesday to Saturday 09:00 to 17:00
  • 7.5 hour schedule between 07:00 to 20:00, 5 days a week, Monday to Saturday, as determined by the employer

Please note:

  • Hiring could begin as early as November 1, 202
  • You may be required to work in the office five (5) days a week.

Intent of the process:


The intent of this staffing process is to establish a pool to staff term (temporary) assignment for up to six (6) months.

This process may be used to staff Bilingual Imperative positions should the business need occur.

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

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


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


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.

Qualified members and former

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