Revenue Agency Bilingual SP-Call Centre Agents Ontario region

Bilingual SP-03 Call Centre Agent – Ontario region (Amended)

Group and level: SP-003.

Location:

Ontario region (office: 2215 Gladwin Crescent, Ottawa).

• Conduct interviews by telephone to gather and verify information, request and negotiate payment of outstanding amounts, request missing returns and provide a legal warning to taxpayers.
• Initiate changes to correct errors identified on taxpayer accounts.
• Respond verbally to telephone inquiries pertaining to system‑generated letters and provide general collection and compliance information.
• Review information available on Agency systems and conduct private‑sector database searches 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 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 are temporary; extension may be possible based on performance, operational needs, and budget.

Proficient in both English and French; must demonstrate ability to work in both languages. Candidates lacking valid Second Language Evaluation (SLE) results must complete language testing as part of this staffing process.

• Successful completion of a secondary school diploma.

Minimum 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.

Minimum six (6) consecutive months of experience, obtained within the last thirty‑six (36) months, using computer technologies such as Microsoft Office (Excel, Outlook, Word), PDFs, and internet search engines.

• 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.

• Attend training daily for up to four weeks; arrive on time each day (Monday to Friday, 37.5 hours per week).
• Work in a call‑centre environment limited to telephone work.
• Use headset for extended periods; both outbound and inbound calls.
• Work in an environment where difficult conversations with clients may occur daily.

If you have a limitation that may impact your performance during an assessment, you may request an accommodation. Assessment accommodations are designed to remove obstacles without altering the criteria being assessed.

• Language requirement: bilingual imperative (English and French).
• Performance validation, if required.
• Suitability.

The position is temporary only; extension may be possible. Successful candidates are expected to reside within a reasonable commuting distance (less than 125 kilometres) from the CRA office.