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Receptionists and Information Clerks
SOC Code: 43-4171.00

Answer inquiries and provide information to the general public, customers, visitors, and other interested parties regarding activities conducted at establishment and location of departments, offices, and employees within the organization.

Sample of reported job titles: Clerk Specialist, Community Liaison, Front Desk Receptionist, Greeter, Member Service Representative, Office Assistant, Receptionist, Scheduler, Senior Receptionist, Unit Assistant

Tasks

  • Operate telephone switchboard to answer, screen, or forward calls, providing information, taking messages, or scheduling appointments.
  • Greet persons entering establishment, determine nature and purpose of visit, and direct or escort them to specific destinations.
  • Schedule appointments and maintain and update appointment calendars.
  • Hear and resolve complaints from customers or the public.
  • File and maintain records.
  • Receive payment and record receipts for services.
  • Perform administrative support tasks, such as proofreading, transcribing handwritten information, or operating calculators or computers to work with pay records, invoices, balance sheets, or other documents.
  • Transmit information or documents to customers, using computer, mail, or facsimile machine.
  • Analyze data to determine answers to questions from customers or members of the public.
  • Collect, sort, distribute, or prepare mail, messages, or courier deliveries.
  • Provide information about establishment, such as location of departments or offices, employees within the organization, or services provided.
  • Calculate and quote rates for tours, stocks, insurance policies, or other products or services.
  • Process and prepare memos, correspondence, travel vouchers, or other documents.
  • Keep a current record of staff members' whereabouts and availability.
  • Take orders for merchandise or materials and send them to the proper departments to be filled.
  • Perform duties, such as taking care of plants or straightening magazines to maintain lobby or reception area.
  • Schedule space or equipment for special programs and prepare lists of participants.
  • Enroll individuals to participate in programs and notify them of their acceptance.

Technology Skills

  • Accounting software - Billing software; Bookkeeping software; Intuit QuickBooks
  • Calendar and scheduling software - Appointment scheduling software; Electronic calendar management software
  • Customer relationship management CRM software
  • Data base user interface and query software - Claim processing system software; Data entry software ; FileMaker Pro; IBM Check Processing Control System CPSC (see all 8 examples)
  • Desktop publishing software - Microsoft Publisher
  • Document management software - Filing system software
  • Electronic mail software - Email software; IBM Notes ; Microsoft Outlook
  • Internet browser software - Web browser software
  • Medical software - Kodak Dental Systems Kodak SOFTDENT Practice management software PMS; McKesson Lytec; Medical condition coding software ; Medical procedure coding software (see all 6 examples)
  • Network conferencing software - Microsoft Office SharePoint Server MOSS
  • Office suite software - Corel WordPerfect; Microsoft Office
  • Presentation software - Microsoft PowerPoint
  • Spreadsheet software - Microsoft Excel
  • Time accounting software - HMS
  • Word processing software - Microsoft Word

Tools Used

  • Desktop computers
  • Dictation machines - Dictation equipment
  • Filing cabinets or accesories - Filing Cabinets
  • Franking or postage machines - Postage machines
  • Laser fax machine - Laser facsimile machines
  • Magnetic stripe readers and encoders - Credit card processing machines
  • Personal computers
  • Photocopiers - Photocopying equipment
  • Pocket calculator - Handheld calculators
  • Premise branch exchange PBX systems - Multi-line switchboards; Switchboards
  • Public address systems - Public address PA systems
  • Scanners - Data input scanners
  • Special purpose telephones - Multi-line telephone systems
  • Typewriters - Electric typewriters

Knowledge

  • Clerical - Knowledge of administrative and clerical procedures and systems such as word processing, managing files and records, stenography and transcription, designing forms, and other office procedures and terminology.
  • Customer and Personal Service - Knowledge of principles and processes for providing customer and personal services. This includes customer needs assessment, meeting quality standards for services, and evaluation of customer satisfaction.
  • English Language - Knowledge of the structure and content of the English language including the meaning and spelling of words, rules of composition, and grammar.
  • Computers and Electronics - Knowledge of circuit boards, processors, chips, electronic equipment, and computer hardware and software, including applications and programming.

Skills

  • Active Listening - Giving full attention to what other people are saying, taking time to understand the points being made, asking questions as appropriate, and not interrupting at inappropriate times.
  • Speaking - Talking to others to convey information effectively.
  • Service Orientation - Actively looking for ways to help people.
  • Critical Thinking - Using logic and reasoning to identify the strengths and weaknesses of alternative solutions, conclusions or approaches to problems.
  • Reading Comprehension - Understanding written sentences and paragraphs in work related documents.
  • Writing - Communicating effectively in writing as appropriate for the needs of the audience.
  • Coordination - Adjusting actions in relation to others' actions.
  • Social Perceptiveness - Being aware of others' reactions and understanding why they react as they do.
  • Active Learning - Understanding the implications of new information for both current and future problem-solving and decision-making.

Abilities

  • Oral Comprehension - The ability to listen to and understand information and ideas presented through spoken words and sentences.
  • Oral Expression - The ability to communicate information and ideas in speaking so others will understand.
  • Speech Recognition - The ability to identify and understand the speech of another person.
  • Speech Clarity - The ability to speak clearly so others can understand you.
  • Written Comprehension - The ability to read and understand information and ideas presented in writing.
  • Written Expression - The ability to communicate information and ideas in writing so others will understand.
  • Near Vision - The ability to see details at close range (within a few feet of the observer).
  • Selective Attention - The ability to concentrate on a task over a period of time without being distracted.
  • Deductive Reasoning - The ability to apply general rules to specific problems to produce answers that make sense.

Interests

  • Interest code: CES
    • 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.
    • 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.
    • Social - Social occupations frequently involve working with, communicating with, and teaching people. These occupations often involve helping or providing service to others.

Work Context

  • Contact With Others - 98% responded “Constant contact with others.”
  • Telephone - 94% responded “Every day.”
  • Indoors, Environmentally Controlled - 95% responded “Every day.”
  • Face-to-Face Discussions - 91% responded “Every day.”
  • Deal With External Customers - 78% responded “Extremely important.”
  • Electronic Mail - 84% responded “Every day.”
  • Spend Time Sitting - 65% responded “Continually or almost continually.”
  • Work With Work Group or Team - 65% responded “Extremely important.”
  • Importance of Repeating Same Tasks - 48% responded “Extremely important.”
  • Frequency of Decision Making - 66% responded “Every day.”
  • Importance of Being Exact or Accurate - 52% responded “Extremely important.”
  • Letters and Memos - 50% responded “Every day.”
  • Impact of Decisions on Co-workers or Company Results - 51% responded “Very important results.”
  • Structured versus Unstructured Work - 65% responded “Some freedom.”
  • Freedom to Make Decisions - 35% responded “A lot of freedom.”
  • Time Pressure - 56% responded “Once a week or more but not every day.”
  • Deal With Unpleasant or Angry People - 37% responded “Once a week or more but not every day.”
  • Spend Time Making Repetitive Motions - 30% responded “More than half the time.”
  • Frequency of Conflict Situations - 33% responded “Once a month or more but not every week.”
  • Level of Competition - 30% responded “Highly competitive.”
  • Physical Proximity - 39% responded “Slightly close (e.g., shared office).”

Education

Percentage of RespondentsEducation Level Required
67%High school diploma or equivalent
15%Associate's degree
7%Less than high school diploma

Work Styles

  • Cooperation - Job requires being pleasant with others on the job and displaying a good-natured, cooperative attitude.
  • Attention to Detail - Job requires being careful about detail and thorough in completing work tasks.
  • Dependability - Job requires being reliable, responsible, and dependable, and fulfilling obligations.
  • Integrity - Job requires being honest and ethical.
  • Concern for Others - Job requires being sensitive to others' needs and feelings and being understanding and helpful on the job.
  • Self Control - Job requires maintaining composure, keeping emotions in check, controlling anger, and avoiding aggressive behavior, even in very difficult situations.
  • Stress Tolerance - Job requires accepting criticism and dealing calmly and effectively with high stress situations.
  • Adaptability/Flexibility - Job requires being open to change (positive or negative) and to considerable variety in the workplace.
  • Independence - Job requires developing one's own ways of doing things, guiding oneself with little or no supervision, and depending on oneself to get things done.
  • Social Orientation - Job requires preferring to work with others rather than alone, and being personally connected with others on the job.
  • Initiative - Job requires a willingness to take on responsibilities and challenges.
  • Achievement/Effort - Job requires establishing and maintaining personally challenging achievement goals and exerting effort toward mastering tasks.
  • Persistence - Job requires persistence in the face of obstacles.
  • Innovation - Job requires creativity and alternative thinking to develop new ideas for and answers to work-related problems.
  • Analytical Thinking - Job requires analyzing information and using logic to address work-related issues and problems.
  • Leadership - Job requires a willingness to lead, take charge, and offer opinions and direction.

Work Values

  • Relationships - Occupations that satisfy this work value allow employees to provide service to others and work with co-workers in a friendly non-competitive environment. Corresponding needs are Co-workers, Moral Values and Social Service.
  • Support - Occupations that satisfy this work value offer supportive management that stands behind employees. Corresponding needs are Company Policies, Supervision: Human Relations and Supervision: Technical.
  • Achievement - Occupations that satisfy this work value are results oriented and allow employees to use their strongest abilities, giving them a feeling of accomplishment. Corresponding needs are Ability Utilization and Achievement.

Wages & Trends

  • Median wages (2017)
    • $13.65 hourly, $28,390 annual
  • Employment (2016)
    • 1,054,000 employees
  • Projected growth (2016-2026)
    • Average (5% to 9%)
  • Projected job openings (2016-2026)
    • 151,100

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