Receptionists and Information Clerks
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, Front Desk Receptionist, Greeter, Member Service Representative, Office Assistant, Receptionist, Scheduler
Occupation-Specific Information
Tasks
- Operate telephone switchboard to answer, screen, or forward calls, providing information, taking messages, or scheduling appointments.
- 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.
- Greet persons entering establishment, determine nature and purpose of visit, and direct or escort them to specific destinations.
- Hear and resolve complaints from customers or the public.
Technology Skills
- Accounting software:Billing software,Bookkeeping software,Intuit QuickBooks
- Calendar and scheduling software:Appointment scheduling software,Electronic calendar management software
- Cloud-based data access and sharing software:Google Drive
- Customer relationship management CRM software:Blackbaud The Raiser's Edge,Customer relationship management CRM software,Microsoft Dynamics
- Data base user interface and query software:Alpha Software Alpha Five,Automated information system software,Claim processing system software,Data entry software,Database software,FileMaker Pro,IBM Check Processing Control System CPSC,St. Paul Travelers e-CARMA
Occupational Requirements
Work Activities
- Working with Computers:Using computers and computer systems (including hardware and software) to program, write software, set up functions, enter data, or process information.
- 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.
- Getting Information:Observing, receiving, and otherwise obtaining information from all relevant sources.
- Communicating with Supervisors, Peers, or Subordinates:Providing information to supervisors, co-workers, and subordinates by telephone, in written form, e-mail, or in person.
Detailed Work Activities
- Analyze operational or research data.
- Answer telephones to direct calls or provide information.
- Calculate costs of goods or services.
- Clean facilities or equipment.
- Collect deposits, payments or fees.
Work Context
- Contact With Others:98% responded"Constant contact with others"
- Indoors, Environmentally Controlled:95% responded"Every day"
- Telephone:94% responded"Every day"
- Face-to-Face Discussions:91% responded"Every day"
- Electronic Mail:84% responded"Every day"
Worker Requirements
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.
Knowledge
- Administrative:Knowledge of administrative and office procedures and systems such as word processing, managing files and records, stenography and transcription, designing forms, and workplace 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.
Education
How much education does a new hire need to perform a job in this occupation? Respondents said:
- 67%High School Diploma - or the equivalent (for example, GED)
- 15%Associate's Degree (or other 2-year degree)
- 7%Some College Courses
Worker Characteristics
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.
Interests
- 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 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.
Work Styles
- Cooperation:Job requires being pleasant with others on the job and displaying a good-natured, cooperative attitude.
- Dependability:Job requires being reliable, responsible, and dependable, and fulfilling obligations.
- Attention to Detail:Job requires being careful about detail and thorough in completing work tasks.
- Integrity:Job requires being honest and ethical.
- Self-Control:Job requires maintaining composure, keeping emotions in check, controlling anger, and avoiding aggressive behavior, even in very difficult situations.
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