Receptionists and Information Clerks
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 visitorsa 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.
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 skillsbeing courteous, professional, and helpfulare 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.
Receptionists and information clerks held about 1.2 million jobs in 2006. The health care and social assistance industriesincluding offices of physicians, hospitals, nursing homes, and outpatient care facilitiesemployed about 33 percent of all receptionists and information clerks. Manufacturing, wholesale and retail trade, government, and real estate industries also employed large numbers of receptionists and information clerks. More than 3 of every 10 receptionists and information clerks work part time.
Employment of receptionists and information clerks is expected to grow faster than average for all occupations. Receptionists and information clerks will have a very large number of new jobs arise, more than 200,000 over the 2006-16 period. Additional job opportunities will result from the need to replace workers who transfer to other occupations or leave the labor force.
Employment change. Receptionists and information clerks are expected to increase by 17 percent from 2006 to 2016, which is faster than the average for all occupations. Employment growth will result from rapid growth in the following industries: offices of physicians, legal services, employment services, and management and technical consulting.
Technology will have conflicting effects on employment growth for receptionists and information clerks. The increasing use of voice mail and other telephone automation reduces the need for receptionists by allowing one receptionist to perform work that formerly required several. At the same time, however, the increasing use of other technology has caused a consolidation of clerical responsibilities and growing demand for workers with diverse clerical and technical skills. Because receptionists and information clerks may perform a wide variety of clerical tasks, they should continue to be in demand. Further, they perform many tasks that are interpersonal in nature and are not easily automated, ensuring continued demand for their services in a variety of establishments.
Job prospects. In addition to job growth, numerous job opportunities will be created as receptionists and information clerks transfer to other occupations or leave the labor force altogether. Opportunities should be best for persons with a wide range of clerical and technical skills, particularly those with related work experience.
Median hourly earnings of receptionists and information clerks in May 2006 were $11.01. The middle 50 percent earned between $9.06 and $13.51. The lowest 10 percent earned less than $7.54, and the highest 10 percent earned more than $16.23. Median hourly earnings in the industries employing the largest number of receptionists and information clerks in May 2006 were: