Revenue Agency Bilingual SP-Call Centre Agents Ontario region

About The Job

CRA is committed to providing an inclusive and barrier‑free work environment with a diverse workforce that reflects the Canadians we serve.

• Conduct interviews by telephone to gather and verify information, request and negotiate payment of outstanding amounts within prescribed parameters, request missing returns and provide a legal warning to taxpayers.
• Initiate changes to correct errors identified on taxpayer accounts.
• Verbally respond to telephone enquiries pertaining to system‑generated letters and provide general collection and compliance information.
• Review information available on Agency systems and conduct private sector database searches from inside the office to locate taxpayers, taxpayer information and telephone contact numbers.
• Gather and verify taxpayer contact information, recovery sources and other relevant information and input data onto Agency electronic diaries.
• Refer unresolved accounts, or accounts meeting a predetermined criteria to other staff within the Agency.

• The role requires the use of a headset or handset for extended periods.
• The duties involve prolonged sitting and sustained work at a computer screen.
• The contracts offered will be for temporary positions only; however, extension may be possible based on performance, operational needs, and available budget.

• Successful candidates are expected to reside within a reasonable commuting distance (less than 125 kilometres) from the following CRA office:
  • 2215 Gladwin Crescent, Ottawa, Ontario

Candidates must be proficient in both English and French and be able to demonstrate their ability to work in both languages. Bilingual imperative (BBC/BBC).

• Successful completion of a secondary school diploma.

• Have a minimum of six (6) consecutive months of experience, obtained within the last thirty‑six (36) months, delivering customer service or public service in a contact center or professional service‑related environment.
• Have a minimum of six (6) consecutive months of experience, obtained within the last thirty‑six (36) months, using computer technologies, including but not limited to Microsoft Office (Excel, Outlook, Word), PDFs, and internet search engines.
• Experience may include tasks such as responding to customer or client inquiries; providing recommendations or solutions to customers; initiating contact with clients to collect required information; gathering, analyzing, and compiling information to prepare documents or reports; working with computer applications or systems to record information in support of customer or client service; and researching information through online search engines to provide accurate and informed responses to inquiries, among other related duties.
• A professional service‑related environment can be defined as: a structured workplace where employees are expected to follow organizational standards and engage directly with clients, customers, or the public to provide information, support, or assistance.

• Unsupervised online test – Taxpayer Contact I Test (Korn Ferry) (KFEL‑01) – Pass mark: 50%
• Second Language Evaluation (SLE)

• Ability to conduct research
• Effective oral communication
• Dependability
• Specific experience
• Client service orientation
• Budgetary considerations
• Duration of appointment
• Start date
• Minimize business disruption
• Employment equity

• Reliability and security: reliability status
• Willingness to work overtime
• Willingness and ability to work day shift and evening shift
• Physically work from 2215 Gladwin Crescent, Ottawa
• Willingness to take and successfully complete in‑person training

• You must be able to attend training daily for a period of up to four weeks and you must arrive on time each day (Monday to Friday, 37.5 hours per week).
• Willingness to work in a call centre environment which is limited to only telephone work.
• Willingness and ability to work on the telephone (using a headset) for extended periods of time; both outbound and inbound calls.
• Willingness to work in an environment where difficult conversations with clients may occur in daily interactions.