Receptionists and Information Clerks

Career Description: Answer inquiries and obtain information for general public, customers, visitors, and other interested parties. Provide information regarding activities conducted at establishment; location of departments, offices, and employees within organization.

Industry: Office and Administrative Support

Other Job Titles for Receptionists and Information Clerks:

• Realistic: Realistic occupations frequently involve work activities that include practical, hands-on problems and solutions. They often deal with plants, animals, and real-world materials like wood, tools, and machinery. Many of the occupations require working outside, and do not involve a lot of paperwork or working closely with others.
• Investigative: Investigative occupations frequently involve working with ideas, and require an extensive amount of thinking. These occupations can involve searching for facts and figuring out problems mentally.
• Artistic: Artistic occupations frequently involve working with forms, designs and patterns. They often require self-expression and the work can be done without following a clear set of rules.
• Social: Social occupations frequently involve working with, communicating with, and teaching people. These occupations often involve helping or providing service to others.
• Enterprising: Enterprising occupations frequently involve starting up and carrying out projects. These occupations can involve leading people and making many decisions. Sometimes they require risk taking and often deal with business.
• Conventional: Conventional occupations frequently involve following set procedures and routines. These occupations can include working with data and details more than with ideas. Usually there is a clear line of authority to follow.
• First Interest High-Point: Primary-Rank Descriptiveness
• Second Interest High-Point: Secondary-Cutoff/Rank Descriptiveness
• Third Interest High-Point: Tertiary-Cutoff/Rank Descriptiveness

• Operate telephone switchboard to answer, screen and forward calls, providing information, taking messages and scheduling appointments.
• Receive payment and record receipts for services.
• Perform administrative support tasks such as proofreading, transcribing handwritten information, and operating calculators or computers to work with pay records, invoices, balance sheets and other documents.
• Greet persons entering establishment, determine nature and purpose of visit, and direct or escort them to specific destinations.
• Hear and resolve complaints from customers and public.
• File and maintain records.
• Transmit information or documents to customers, using computer, mail, or facsimile machine.
• Schedule appointments, and maintain and update appointment calendars.
• Analyze data to determine answers to questions from customers or members of the public.
• Provide information about establishment such as location of departments or offices, employees within the organization, or services provided.
• Keep a current record of staff members' whereabouts and availability.
• Collect, sort, distribute and prepare mail, messages and courier deliveries.
• Calculate and quote rates for tours, stocks, insurance policies, or other products and services.
• Take orders for merchandise or materials and send them to the proper departments to be filled.
• Process and prepare memos, correspondence, travel vouchers, or other documents.
• Schedule space and equipment for special programs and prepare lists of participants.
• Enroll individuals to participate in programs and notify them of their acceptance.
• Conduct tours or deliver talks describing features of public facility such as a historic site or national park.
• Perform duties such as taking care of plants and straightening magazines to maintain lobby or reception area.
• Complete forms that notify publishers of address changes.
• Sell stamps and money orders.
• Provide assistance with events, such as police department auctions of abandoned automobiles.
• Prepare reports on civic needs.
• Accept and check containers of mail or parcels from large volume mailers, couriers, and contractors.
• Release packages or letters to customers upon presentation of written notices or other identification.
• Answer inquiries regarding shipping or mailing policies.
• Use equipment such as forklifts and automated "trains" to move containers of mail.
• Sell mail products, and accept payment for products and mailing charges.
• Operate embossing machines or typewriters to make corrections, additions, and changes to address plates.

Emerging Tasks

• Archive documents, conduct research, and read copy using the internet and various computer programs.
• Consult with authors and editors regarding manuscript changes and suggestions.
• Typeset and measure dimensions, spacing, and positioning of page elements (copy and illustrations) to verify conformance to specifications, using printer's ruler or layout software.
• Write original content such as headlines, cutlines, captions, and cover copy.
• Manage reserve materials by placing items on reserve for library patrons, checking items in and out of library, and removing out dated items.
• Open and close library during specified hours and secure library equipment, such as computers and A/V equipment.
• Perform accounting and bookkeeping activities such as, invoicing, maintaining financial records, budgeting, and handling cash.
• Perform clerical activities, such as answering phones, sorting mail, filing, typing, word processing, and photocopying and mailing out material.
• Prepare library statistics reports.
• Repair books using mending tape, paste, and brushes, or prepare books to be sent to a bindery for repair.
• Schedule, supervise, and train clerical workers, volunteers, student assistants, and other library employees.

• Analyzing Data or Information: Identifying the underlying principles, reasons, or facts of information by breaking down information or data into separate parts.
• Assisting and Caring for Others: Providing personal assistance, medical attention, emotional support, or other personal care to others such as coworkers, customers, or patients.
• Coaching and Developing Others: Identifying the developmental needs of others and coaching, mentoring, or otherwise helping others to improve their knowledge or skills.
• Communicating with Persons Outside Organization: Communicating with people outside the organization, representing the organization to customers, the public, government, and other external sources. This information can be exchanged in person, in writing, or by telephone or e-mail.
• Communicating with Supervisors, Peers, or Subordinates: Providing information to supervisors, co-workers, and subordinates by telephone, in written form, e-mail, or in person.
• Controlling Machines and Processes: Using either control mechanisms or direct physical activity to operate machines or processes (not including computers or vehicles).
• Coordinating the Work and Activities of Others: Getting members of a group to work together to accomplish tasks.
• Developing and Building Teams: Encouraging and building mutual trust, respect, and cooperation among team members.
• Developing Objectives and Strategies: Establishing long-range objectives and specifying the strategies and actions to achieve them.
• Documenting/Recording Information: Entering, transcribing, recording, storing, or maintaining information in written or electronic/magnetic form.
• Drafting, Laying Out, and Specifying Technical Devices, Parts, and Equipment: Providing documentation, detailed instructions, drawings, or specifications to tell others about how devices, parts, equipment, or structures are to be fabricated, constructed, assembled, modified, maintained, or used.
• Establishing and Maintaining Interpersonal Relationships: Developing constructive and cooperative working relationships with others, and maintaining them over time.
• Estimating the Quantifiable Characteristics of Products, Events, or Information: Estimating sizes, distances, and quantities; or determining time, costs, resources, or materials needed to perform a work activity.
• Evaluating Information to Determine Compliance with Standards: Using relevant information and individual judgment to determine whether events or processes comply with laws, regulations, or standards.
• Getting Information: Observing, receiving, and otherwise obtaining information from all relevant sources.
• Guiding, Directing, and Motivating Subordinates: Providing guidance and direction to subordinates, including setting performance standards and monitoring performance.
• Handling and Moving Objects: Using hands and arms in handling, installing, positioning, and moving materials, and manipulating things.
• Identifying Objects, Actions, and Events: Identifying information by categorizing, estimating, recognizing differences or similarities, and detecting changes in circumstances or events.
• Inspecting Equipment, Structures, or Material: Inspecting equipment, structures, or materials to identify the cause of errors or other problems or defects.
• Interacting With Computers: Using computers and computer systems (including hardware and software) to program, write software, set up functions, enter data, or process information.
• Interpreting the Meaning of Information for Others: Translating or explaining what information means and how it can be used.
• Judging the Qualities of Things, Services, or People: Assessing the value, importance, or quality of things or people.
• Making Decisions and Solving Problems: Analyzing information and evaluating results to choose the best solution and solve problems.
• Monitor Processes, Materials, or Surroundings: Monitoring and reviewing information from materials, events, or the environment, to detect or assess problems.
• Monitoring and Controlling Resources: Monitoring and controlling resources and overseeing the spending of money.
• Operating Vehicles, Mechanized Devices, or Equipment: Running, maneuvering, navigating, or driving vehicles or mechanized equipment, such as forklifts, passenger vehicles, aircraft, or water craft.
• Organizing, Planning, and Prioritizing Work: Developing specific goals and plans to prioritize, organize, and accomplish your work.
• Performing Administrative Activities: Performing day-to-day administrative tasks such as maintaining information files and processing paperwork.
• Performing for or Working Directly with the Public: Performing for people or dealing directly with the public. This includes serving customers in restaurants and stores, and receiving clients or guests.
• Performing General Physical Activities: Performing physical activities that require considerable use of your arms and legs and moving your whole body, such as climbing, lifting, balancing, walking, stooping, and handling of materials.
• Processing Information: Compiling, coding, categorizing, calculating, tabulating, auditing, or verifying information or data.
• Provide Consultation and Advice to Others: Providing guidance and expert advice to management or other groups on technical, systems-, or process-related topics.
• Repairing and Maintaining Electronic Equipment: Servicing, repairing, calibrating, regulating, fine-tuning, or testing machines, devices, and equipment that operate primarily on the basis of electrical or electronic (not mechanical) principles.
• Repairing and Maintaining Mechanical Equipment: Servicing, repairing, adjusting, and testing machines, devices, moving parts, and equipment that operate primarily on the basis of mechanical (not electronic) principles.
• Resolving Conflicts and Negotiating with Others: Handling complaints, settling disputes, and resolving grievances and conflicts, or otherwise negotiating with others.
• Scheduling Work and Activities: Scheduling events, programs, and activities, as well as the work of others.
• Selling or Influencing Others: Convincing others to buy merchandise/goods or to otherwise change their minds or actions.
• Staffing Organizational Units: Recruiting, interviewing, selecting, hiring, and promoting employees in an organization.
• Thinking Creatively: Developing, designing, or creating new applications, ideas, relationships, systems, or products, including artistic contributions.
• Training and Teaching Others: Identifying the educational needs of others, developing formal educational or training programs or classes, and teaching or instructing others.
• Updating and Using Relevant Knowledge: Keeping up-to-date technically and applying new knowledge to your job.

Detailed Work Activities

• answer calls using switchboard
• answer questions from employees or public
• arrange teleconference calls
• calculate rates for organization's products or services
• collect payment
• communicate with customers or employees to disseminate information
• develop travel itinerary
• distribute correspondence or mail
• enter time sheet information
• escort group on city or establishment tours
• examine files or documents to obtain information
• explain rules, policies or regulations
• fill out business or government forms
• greet customers, guests, visitors, or passengers
• maintain appointment calendar
• maintain inventory of office forms
• maintain records, reports, or files
• maintain telephone logs
• maintain travel expense accounts
• make presentations
• make travel reservations
• operate business machines
• provide clerical assistance to customers or patients
• resolve customer or public complaints
• route multi-line telephone calls
• schedule meetings or appointments
• schedule or contract meeting facilities
• take messages
• transcribe spoken or written information
• type document from machine transcription
• type letters or correspondence
• understand second language
• use cash registers
• use computers to enter, access or retrieve data
• use oral or written communication techniques
• use telephone communication techniques
• manage inventories or supplies
• measure, weigh, or count products or materials
• obtain information from individuals
• operate business machines
• operate calculating devices
• operate duplicating equipment
• organize legal information or records
• perform office equipment maintenance not requiring service call
• prepare bank deposits
• prepare meeting agenda
• prepare or maintain employee records
• prepare tax reports
• prepare travel vouchers
• process account invoices
• process invoices
• process medical records
• process payroll documents, records, or checks
• proofread printed or written material
• provide customer service
• receive or disburse cash related to payments received
• resolve customer or public complaints
• route multi-line telephone calls
• schedule employee work hours
• schedule meetings or appointments
• select software for clerical activities
• sell products or services
• sort books, publications, or other items
• sort mail letters or packages
• take dictation
• take messages
• transcribe spoken or written information
• type document from machine transcription
• type letters or correspondence
• understand technical operating, service or repair manuals
• use accounting or bookkeeping software
• use computers to enter, access or retrieve data
• use library or online Internet research techniques
• use oral or written communication techniques
• use relational database software
• use spreadsheet software
• use telephone communication techniques
• use word processing or desktop publishing software
• write business correspondence

Overall Experience
Some previous work-related skill, knowledge, or experience may be helpful in these occupations, but usually is not needed. For example, a teller might benefit from experience working directly with the public, but an inexperienced person could still learn to be a teller with little difficulty.

Job Training
Employees in these occupations need anywhere from a few months to one year of working with experienced employees.

Education
These occupations usually require a high school diploma and may require some vocational training or job-related course work. In some cases, an associate's or bachelor's degree could be needed.

Examples
These occupations often involve using your knowledge and skills to help others. Examples include sheet metal workers, forest fire fighters, customer service representatives, pharmacy technicians, salespersons (retail), and tellers.

• Average hourly wage (2007) -$11.40
• Average annual wage (2007) - $23,710.00

• Projected growth (2006-2016): 17.23%
• Projected need (2006-2016): 202,000
• Employment (2006): 1,172,666

• Cashiers
• Counter and Rental Clerks
• Hotel, Motel, and Resort Desk Clerks
• Insurance Claims Clerks
• New Accounts Clerks
• Office Clerks, General
• Order Clerks
• Secretaries, Except Legal, Medical, and Executive
• Statement Clerks
• Switchboard Operators, Including Answering Service