Receptionists and Information Clerks

Also called: Appointment Clerk, Appointment Scheduler, Appointment Setter, Automobile Club Information Clerk, Call Center Agent

Receptionists and Information Clerks

Varies

estimated salary

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

  • 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.
  • Conduct tours or deliver talks describing features of public facilities, such as a historic site or national park.
Work Context
  • Contact With Others — 99% 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".
  • Spend Time Sitting — 65% responded "Continually or almost continually".
  • Electronic Mail — 85% responded "Every day".
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Work Activities
  • Interacting 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.
  • Establishing and Maintaining Interpersonal Relationships — Developing constructive and cooperative working relationships with others, and maintaining them over time.
  • Documenting/Recording Information — Entering, transcribing, recording, storing, or maintaining information in written or electronic/magnetic form.
  • Processing Information — Compiling, coding, categorizing, calculating, tabulating, auditing, or verifying information or data.
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Detailed Work Activities
  • Schedule appointments.
  • Answer telephones to direct calls or provide information.
  • Collect deposits, payments or fees.
  • Proofread documents, records, or other files to ensure accuracy.
  • Operate computers or computerized equipment.
  • Greet customers, patrons, or visitors.
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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.
Reading Comprehension
  • Understanding written sentences and paragraphs in work related documents.
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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.
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Personality

People interested in this work like activities that include ideas, thinking, and figuring things out.
They do well at jobs that need:
  • Achievement/Effort
  • Persistence
  • Initiative
  • Leadership
  • Cooperation
  • Concern for Others
  • Social Orientation
  • Self Control
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Technology

You might use software like this on the job:

Word processing software
  • Microsoft Word Hot Technology
  • Google Docs Hot Technology
  • 3M Post-it App
Office suite software
  • Google Drive Hot Technology
  • Microsoft Office Hot Technology
  • Corel WordPerfect
Electronic mail software
  • IBM Notes Hot Technology
  • Microsoft Outlook Hot Technology
  • Email software
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