Receptionists and Information Clerks - What They Do
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.
Receptionists and information clerks use the telephone, personal computers, and other electronic devices to send e-mail and fax documents, for example. 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 assist other administrative employees by performing a variety of office duties, including opening and sorting mail, collecting and distributing parcels, transmitting and delivering facsimiles, and performing Internet search tasks. Other duties include updating appointment calendars, preparing travel vouchers, and performing basic bookkeeping, word processing, and filing.
Companies sometimes hire off-site receptionists and information clerks called, virtual receptionists, to perform, or supplement, many of the duties done by the traditional receptionist. Virtual receptionists use software integrated into their phone system to instantly track their employer’s location, inform them of every call, and relay vital information to their callers. Using fax mailbox services, employers can retrieve faxes from any location at any time. The service receives them for the employer in special mailboxes and then transfers them when the line is free.
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. Virtual receptionists work from home or at an off-site office building. 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. About 30 percent of receptionists and information clerks worked part time.Education & Training Required
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 knowledge of spreadsheet and word processing software 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 Skills Required (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.