IRS reaches milestone of hiring 4,000 new customer service employees

IRS Commissioner Charles Rettig testifies during the Senate Finance Committee hearing in Washington, DC on June 8, 2021.

tom williams | Swimming pool | Reuters

The IRS said it hit a milestone by hiring 4,000 new customer service employees as the agency prepares for the 2023 tax filing season.

Hired in recent months, these workers have been trained to help taxpayers, including telephone support, which has struggled with high call volumes during the pandemic.

“The IRS is fully committed to providing the best service possible, and we are moving quickly to use new funds to help taxpayers during the busy tax season,” IRS Commissioner Chuck Rettig said.

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“As newly hired employees are trained and online in 2023, we will have more phone assistants than at any time in recent history,” Rettig said.

The IRS plans to hire another 1,000 customer service employees by the end of the year. Almost all training will be completed by Presidents Day 2023, when the highest call volumes typically occur, according to the agency.

However, phone wait times remain high in the meantime, and the IRS encourages taxpayers to visit IRS.gov for answers to questions. “IRS employees look forward to providing better service in the near future,” Rettig added.

Signed into law in August, the Cut Inflation Act allocated nearly $80 billion to the agency over the next 10 years, with funds earmarked for enforcement, operations, taxpayer services, technology, the development of a free electronic file system and more.

As of Oct. 14, 2022, the agency had 5.1 million unprocessed individual tax returns received in 2022, including late returns from previous years, according to the IRS.

In March, Rettig told the House Ways and Means Committee that he expects the backlog to be “absolutely” resolved by December.


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