Receptionists and Information Clerks

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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

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Tasks

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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.

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Technology Skills

All 18 displayed Show 14 tools used

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; Microsoft Dynamics
Data base user interface and query software — Claim processing system software; Data entry software; FileMaker Pro; St. Paul Travelers e-CARMA (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 — GE Healthcare Centricity EMR; Kodak Dental Systems Kodak SOFTDENT Practice management software PMS; McKesson Lytec; Medical condition coding software (see all 6 examples)
Mobile messaging service software — Intrado SchoolMessenger
Network conferencing software — Microsoft Office SharePoint Server MOSS
Office suite software — Corel WordPerfect; Microsoft Office
Operating system software — Microsoft Windows
Presentation software — Microsoft PowerPoint
Spreadsheet software — Microsoft Excel
Time accounting software — HMS
Word processing software — 3M Post-it App; Google Docs ; Microsoft Word

Hot Technology — a technology requirement frequently included in employer job postings.

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Knowledge

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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.

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Skills

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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

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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.

Work Activities

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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.
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.
Communicating with People Outside the 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.
Assisting and Caring for Others — Providing personal assistance, medical attention, emotional support, or other personal care to others such as coworkers, customers, or patients.
Updating and Using Relevant Knowledge — Keeping up-to-date technically and applying new knowledge to your job.
Identifying Objects, Actions, and Events — Identifying information by categorizing, estimating, recognizing differences or similarities, and detecting changes in circumstances or events.
Organizing, Planning, and Prioritizing Work — Developing specific goals and plans to prioritize, organize, and accomplish your work.
Monitoring Processes, Materials, or Surroundings — Monitoring and reviewing information from materials, events, or the environment, to detect or assess problems.
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.
Making Decisions and Solving Problems — Analyzing information and evaluating results to choose the best solution and solve problems.
Interpreting the Meaning of Information for Others — Translating or explaining what information means and how it can be used.
Judging the Qualities of Objects, Services, or People — Assessing the value, importance, or quality of things or people.

Detailed Work Activities

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Schedule appointments.
Answer telephones to direct calls or provide information.
Greet customers, patrons, or visitors.
File documents or records.
Respond to customer problems or complaints.
Send information, materials or documentation.
Collect deposits, payments or fees.
Operate computers or computerized equipment.
Proofread documents, records, or other files to ensure accuracy.
Calculate costs of goods or services.
Analyze operational or research data.
Distribute incoming mail.
Sort mail.
Prepare business correspondence.
Discuss goods or services information with customers or patrons.
Record personnel information.
Order materials, supplies, or equipment.
Clean facilities or equipment.
Schedule operational activities.
Provide notifications to customers or patrons.
Guide patrons on tours.

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Work Context

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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).”

Job Zone

Title	Job Zone Two: Some Preparation Needed
Education	These occupations usually require a high school diploma.
Related Experience	Some previous work-related skill, knowledge, or experience is usually needed. For example, a teller would benefit from experience working directly with the public.
Job Training	Employees in these occupations need anywhere from a few months to one year of working with experienced employees. A recognized apprenticeship program may be associated with these occupations.
Job Zone Examples	These occupations often involve using your knowledge and skills to help others. Examples include orderlies, counter and rental clerks, customer service representatives, security guards, upholsterers, and tellers.
SVP Range	(4.0 to < 6.0)

Education

Percentage of Respondents	Education Level Required
67	High school diploma or equivalent
15	Associate’s degree
7	Less than high school diploma

Credentials

Interests

All 3 displayed

Interest code: CES Want to discover your interests? Take the O*NET Interest Profiler at My Next Move.

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 Styles

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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

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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.

Related Occupations

All 9 displayed

43-2011.00	Switchboard Operators, Including Answering Service
43-3011.00	Bill and Account Collectors
43-4031.00	Court, Municipal, and License Clerks
43-4051.00	Customer Service Representatives
43-4081.00	Hotel, Motel, and Resort Desk Clerks
43-4111.00	Interviewers, Except Eligibility and Loan
43-6013.00	Medical Secretaries and Administrative Assistants
43-9041.00	Insurance Claims and Policy Processing Clerks
43-9061.00	Office Clerks, General Bright Outlook

Wages & Employment Trends

Median wages (2020)	$14.96 hourly, $31,110 annual
State wages
Local wages	ZIP Code:

Employment (2020)	1,016,200 employees
Projected growth (2020-2030)	Slower than average (1% to 5%)
Projected job openings (2020-2030)	134,000
State trends

Top industries (2020)	Health Care and Social Assistance Professional, Scientific, and Technical Services

Source: Bureau of Labor Statistics 2020 wage data external site and 2020-2030 employment projections . “Projected growth” represents the estimated change in total employment over the projections period (2020-2030). “Projected job openings” represent openings due to growth and replacement.

Job Openings on the Web

Sources of Additional Information

All 4 displayed

Disclaimer: Sources are listed to provide additional information on related jobs, specialties, and/or industries. Links to non-DOL Internet sites are provided for your convenience and do not constitute an endorsement.

American Society of Administrative Professionals
International Association of Administrative Professionals
National Notary Association
Occupational Outlook Handbook: Receptionists

This page includes information from O*NET OnLine by the U.S. Department of Labor, Employment and Training Administration (USDOL/ETA). Used under the CC BY 4.0 license. O*NET® is a trademark of USDOL/ETA.