Occupation Profile for Receptionists and Information Clerks
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.
Signficant Points
- Good interpersonal skills are critical.
- A high school diploma or its equivalent is the most common educational requirement.
- Employment is expected to grow faster than average for all occupations.
Overview
| $22,900.00 | Median Annual Wage | 49,000 | Average Job Openings Per Year |
| 5.8 | Average Unemployment Percentage | 41.8 | Percentage That Completed High School |
| 1,000 | Employment Numbers in 2006 | 45.5 | Percentage That Had Some College |
| 1,000 | Employment Numbers in 2016 (est.) | 12.7 | Percentage That Went Beyond College Degree |
Sample Job Titles
Training
- 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.
- 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.
- 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.
- Employees in these occupations need anywhere from a few months to one year of working with experienced employees.
A high school diploma or its equivalent is the most common educational requirement, although hiring requirements for receptionists and information clerks vary by industry. Good interpersonal skills and being technologically proficient also are important to employers.
Education and training. Receptionists and information clerks generally need a high school diploma or equivalent as most of their training is received on the job. However, employers often look for applicants who already possess certain skills, such as prior computer experience or answering telephones. Some employers also may prefer some formal office education or training. On the job, they learn how to operate the telephone system and computers. They also learn the proper procedures for greeting visitors and for distributing mail, fax messages, and parcels. While many of these skills can be learned quickly, those who are charged with relaying information to visitors or customers may need several months to learn details about the organization.
Other qualifications. Good interpersonal and customer service skills—being courteous, professional, and helpful—are critical for this job. Being an active listener often is a key quality needed by receptionists and information clerks that requires the ability to listen patiently to the points being made, to wait to speak until others have finished, and to ask appropriate questions when necessary. In addition, the ability to relay information accurately to others is important.
The ability to operate a wide range of office technology also is helpful, as receptionists and information clerks are often asked to work on other assignments during the day.
Advancement. Advancement for receptionists generally comes about either by transferring to an occupation with more responsibility or by being promoted to a supervisory position. Receptionists with especially strong computer skills may advance to a better paying job as a secretary or an administrative assistant.
Nature of Work
Receptionists and information clerks are charged with a responsibility that may affect the success of an organization: making a good first impression. Receptionists and information clerks answer telephones, route and screen calls, greet visitors, respond to inquiries from the public, and provide information about the organization. Some are responsible for the coordination of all mail into and out of the office. In addition, they contribute to the security of an organization by helping to monitor the access of visitors—a function that has become increasingly important.
Whereas some tasks are common to most receptionists and information clerks, their specific responsibilities vary with the type of establishment in which they work. For example, receptionists and information clerks in hospitals and in doctors’ offices may gather patients’ personal and insurance information and direct them to the proper waiting rooms. In corporate headquarters, they may greet visitors and manage the scheduling of the board room or common conference area. In beauty or hair salons, they arrange appointments, direct customers to the hairstylist, and may serve as cashiers. In factories, large corporations, and government offices, receptionists and information clerks may provide identification cards and arrange for escorts to take visitors to the proper office. Those working for bus and train companies respond to inquiries about departures, arrivals, stops, and other related matters.
Increasingly, receptionists and information clerks use multiline telephone systems, personal computers, and fax machines. Despite the widespread use of automated answering systems or voice mail, many receptionists and clerks still take messages and inform other employees of visitors’ arrivals or cancellation of an appointment. When they are not busy with callers, most workers are expected to perform a variety of office duties, including opening and sorting mail, collecting and distributing parcels, and transmitting and delivering facsimiles. Other duties include updating appointment calendars, preparing travel vouchers, and performing basic bookkeeping, word processing, and filing.
Work environment. Receptionists and information clerks who greet customers and visitors usually work in areas that are highly visible and designed and furnished to make a good impression. Most work stations are clean, well lighted, and relatively quiet. The work performed by some receptionists and information clerks may be tiring, repetitious, and stressful as they may spend all day answering continuously ringing telephones and sometimes encounter difficult or irate callers. The work environment, however, may be very friendly and motivating for individuals who enjoy greeting customers face to face and making them feel comfortable.
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Related Academic Programs
- General Office Occupations and Clerical Services.
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- Medical Reception/Receptionist.
- Receptionist.