Sp-04 Taxpayer Services Agent

**Group and level**
- SP-004-
- **Location**
- Edmonton, AB; Calgary, AB; and Surrey, BC-
- **Appointment Type**
- Anticipatory: Term-
- **Closing Date**
- December 08, 2025 11:59 PM Eastern Time-
- **Pool to be created**
- Yes- **Salary range**
- $65,389 to $73,595-
- **Region**
- Western-
- **Language**
- Various linguistic profiles-
- **Requisition number**
- 62046111

**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 - Canada.ca.

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 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.

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.

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

**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 January 5, 2026.
- 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**:
The intent of this staffing process is to establish a pool to staff term (temporary) assignments. 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 and positions at lower levels in any CRA office located within the Western Region.

**To apply**:
**Who can apply**:
Any individual residing in Canada, and Canadian citizens and permanent residents residing abroad.

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

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.

**Education**:

- Successful completion of a secondary school diploma

**Proof of Education**:
**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