Call Centre Customer Service Agent – Montreal in Montréal

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

Purpose Of This Staffing Process: The pool that will be created will be used to staff full-time SP-04 Call Centre customer service positions at the Quebec Regional Contact Centre (QRCC) in Montreal. Hiring is anticipated for late 2026; however, the exact timing may vary depending on operational requirements.

What to expect when applying for this position? You will be called upon to work together with taxpayers, your colleagues and partners, in an innovative and stimulating climate, within a dynamic team.

These Tasks Require Several Skills:

• Excellent customer service, oral and written communication skills
• Judgment
• Strong organizational and priority management skills
• Attention to detail
• Results-oriented attitude

Benefits: In addition to competitive salaries starting at $33.41 per hour for SP-04, we offer some of the most sought-after benefits:

• Flexible leave for work-life balance.
• A health care system that covers multiple life events such as medical expenses, prescription drugs, vision care, dental care, out-of-province medical expenses and hospitalizations.
• An advantageous pension, employee assistance program (EAP) and more.
• Ongoing training to reach your full potential.
• Career opportunities supported by a competent management team.
• A workplace that supports a diverse workforce and talent development.

Before submitting your application, please ensure that the following conditions apply to you:

• Mandatory full-time daytime training for several weeks, provided upon hiring (paid and supervised training).
• Required on-site presence at a CRA-approved location, in accordance with current workplace arrangements.
• Variable shift schedules, primarily Monday to Friday between 8:00 a.m. and 8:00 p.m., based on operational requirements.
• Required to wear a headset, answer calls, and work at a computer for extended periods during each shift.
• Temporary term position with the possibility of extension.
• Access to a high-speed Internet connection is required to support telework arrangements.

Work arrangements, including remote work, may change following the training period, depending on operational requirements.

Respond to a variety of enquiries or requests related to tax matters, CRA administered programs and related accounts. Perform various calculations to determine tax or CRA administered program requirements, elections, entitlements, or administrative relief. Accept payment arrangements where applicable and authorized, within established parameters. Educate taxpayers by providing information and promoting available services.

Language requirements: Bilingual imperative CBC/CBC. Candidates must be proficient in both English and French and demonstrate their ability to work in both languages.

This staffing process is intended to fill positions reporting to the Montreal TSO. Candidates who are hired will be required to report on-site at one of the CRA locations listed below in accordance with the CRA's hybrid work model:

• Quebec Regional Contact Center, located at the Tax Services Office (TSO) in Montreal.
• Central and Southern Quebec TSO - Sherbrooke office.
• Eastern Quebec TSO - Quebec office.
• Eastern Quebec TSO - Rimouski office.
• Western Quebec TSO - Rouyn-Noranda office.
• Western Quebec TSO - Gatineau office.
• Jonquiere TC.
• Shawinigan DMCC.

Minimum Staffing Requirements: Successful completion of a secondary school diploma. You must upload clear and legible electronic copies of your educational credentials as attachments in the Education section of your Candidate Profile when submitting your application.

Assessment: If you have a limitation that may impact your performance during an assessment, such as a test or interview, you may require an accommodation, and we encourage you to ask for it. Assessment accommodations are designed to remove the obstacles without altering the criteria being assessed so candidates with limitations can fully demonstrate their abilities.

Professionalism: Professionalism is assessed throughout this staffing process. Professionalism is defined as demonstrating respectful behaviours, including respect for the Canada Revenue Agency, courtesy, consideration, honesty, ethical conduct, and integrity.

Conditions of employment: Reliability/Security: Reliability Status. Willingness to work on evenings and/or on weekends. Willingness to work overtime. Willingness to work shifts or a flexible schedule (including weekends and statutory holidays). Willingness to take and successfully complete training.