The Canadian Revenue Agency (CRA) is hiring Taxpayer Services Agents, an entry-level job in North York region of Toronto area.
This is an entry-level position since it requires high school diploma or equivalent from education standpoint.
This article enlists job roles and responsibilities, essential requirements and how to apply.
- Salary: $58,076 to $65,363
- Location: This staffing process is to fill positions at 25 Sheppard Avenue West, North York, Ontario. However, virtual reporting may be possible if operations allow it.
Closing date: December 06, 2022 11:59 PM Eastern Time
Operational hours and contract
The current Contact Centre operational hours are:
Monday to Friday: 8:00 a.m. to 8:00 p.m
Saturdays: 9:00 a.m. to 5:00 p.m
However, operating hours may change to meet operational needs.
Work hours and schedules may frequently change from a part-time to a full-time schedule of 37.5 hours during peak periods.
Because weekly work hours are matched to call demand and can be changed as needed, agents must be available to work all scheduled hours.
The initial contract will cover a training period of up to 12 weeks, and the training will be done virtually.
Your continued employment with the Canada Revenue Agency after the initial training period depends on your successful completion of the training and an assessment at the end of that period.
Based on performance, operational needs, and available budget, contracts may be granted. Furthermore, job offers to qualified candidates may be made at any time during the pool’s validity period.
Job responsibilities and duties
Successful candidates will work in a fast-paced inbound call center environment, answering business-related inquiries in English.
Some of the business-related inquiries may include:
- business registrations
- payroll deductions
- sole proprietorship
- corporate income tax
- Different GST/HST rates
The key duties of a Taxpayer Services Agent may include the following:
- Educate, explain and help taxpayers in business inquiries, including promoting CRA-administered programs and resources in English.
- Demonstrate courtesy, empathy, and professionalism while collecting taxpayer information and responding to inquiries promptly.
- Research solutions to taxpayer inquiries using various internal and external sources and meet taxpayer needs.
Some of the physical requirements include the following:
- Using a headset or handset for prolonged hours
- Working in front of a computer screen for extended periods
- Operating in an environment with background noise
- Responding to urgent and complex taxpayers inquiries during demanding situations.
If you studied abroad or are a foreign national, ensure that a recognized credential assessment service confirms your foreign education credentials.
Experience: Experience requirements are 6 consecutive months of experience in the last 2 years. Additionally, have experience in a customer service role involving internal or external interaction in person, on a telephone or a computer.
Providing public customer service would involve at least one or more of the following:
- Explain and share information
- Respond to requests and inquiries
- Resolve complaints and problems
Computer Experience: Be able to use Microsoft Office or other computer software, and utilize computer software to update, maintain, study and research data.
In your application, outline the following:
- Computer software and/or computer programming skills you have, including specifics on your experience with the programs
- Specifics about your experience and level of proficiency with application and search tools for conducting research or answering questions
The essential staffing requirements listed below will be evaluated during the process and may be used to identify candidates for positions.
- Ability to communicate in English orally
- Performance validation
Asset staffing requirements may also be assessed during the staffing process and used to identify candidates for positions. However, any such asset evaluation requirement will be communicated in advance.
Who can apply?
Anyone living in Canada and Canadian citizens abroad can apply for this position. However, preference will be given to veterans, Canadian citizens and permanent residents. In addition to, the Canadian Forces members and those living within a minimum distance of the position(s) will get preference.
How to apply for this job?
You can submit your application using the CRA’s official website. In addition, you can use the same login credentials to access other online services to sign in or register (for example, online banking).
Alternatively, sign in using your CRA account (or create a new one if you don’t already have one). For more details on this job and to apply, click here. The reference number for these positions is 58329850.
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