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Summary Report for:
43-4171.00 - 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, Community Liaison, Front Desk Receptionist, Greeter, Member Service Representative, Office Assistant, Receptionist, Scheduler, Senior Receptionist, Unit Assistant

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Tasks  |  Tools & Technology  |  Knowledge  |  Skills  |  Abilities  |  Work Activities  |  Detailed Work Activities  |  Work Context  |  Job Zone  |  Education  |  Credentials  |  Interests  |  Work Styles  |  Work Values  |  Related Occupations  |  Wages & Employment  |  Job Openings  |  Additional Information

Tasks

  • Operate telephone switchboard to answer, screen, or forward calls, providing information, taking messages, or scheduling appointments. See more occupations related to this task.
  • Greet persons entering establishment, determine nature and purpose of visit, and direct or escort them to specific destinations. See more occupations related to this task.
  • Schedule appointments and maintain and update appointment calendars. See more occupations related to this task.
  • Hear and resolve complaints from customers or the public. See more occupations related to this task.
  • File and maintain records. See more occupations related to this task.
  • Receive payment and record receipts for services. See more occupations related to this task.
  • 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. See more occupations related to this task.
  • Transmit information or documents to customers, using computer, mail, or facsimile machine. See more occupations related to this task.
  • Analyze data to determine answers to questions from customers or members of the public. See more occupations related to this task.
  • Collect, sort, distribute, or prepare mail, messages, or courier deliveries. See more occupations related to this task.
  • Provide information about establishment, such as location of departments or offices, employees within the organization, or services provided. See more occupations related to this task.
  • Calculate and quote rates for tours, stocks, insurance policies, or other products or services. See more occupations related to this task.
  • Process and prepare memos, correspondence, travel vouchers, or other documents. See more occupations related to this task.
  • Keep a current record of staff members' whereabouts and availability. See more occupations related to this task.
  • Take orders for merchandise or materials and send them to the proper departments to be filled. See more occupations related to this task.
  • Perform duties, such as taking care of plants or straightening magazines to maintain lobby or reception area. See more occupations related to this task.
  • Schedule space or equipment for special programs and prepare lists of participants. See more occupations related to this task.
  • Enroll individuals to participate in programs and notify them of their acceptance. See more occupations related to this task.

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Tools & Technology

Tools used in this occupation:

  • Desktop computers See more occupations related to this tool.
  • Dictation machines — Dictation equipment See more occupations related to this tool.
  • Filing cabinets or accesories — Filing Cabinets See more occupations related to this tool.
  • Franking or postage machines — Postage machines See more occupations related to this tool.
  • Laser fax machine — Laser facsimile machines See more occupations related to this tool.
  • Magnetic stripe readers and encoders — Credit card processing machines See more occupations related to this tool.
  • Personal computers See more occupations related to this tool.
  • Photocopiers — Photocopying equipment See more occupations related to this tool.
  • Pocket calculator — Handheld calculators See more occupations related to this tool.
  • Premise branch exchange PBX systems — Multi-line switchboards; Switchboards See more occupations related to this tool.
  • Public address systems — Public address PA systems See more occupations related to this tool.
  • Scanners — Data input scanners See more occupations related to this tool.
  • Special purpose telephones — Multi-line telephone systems See more occupations related to this tool.
  • Typewriters — Electric typewriters See more occupations related to this tool.

Technology used in this occupation:

  • Accounting software — Billing software; Bookkeeping software; Intuit QuickBooks See more occupations related to this technology.
  • Calendar and scheduling software — Appointment scheduling software; Electronic calendar management software See more occupations related to this technology.
  • Compliance software — IBS QSI System software See more occupations related to this technology.
  • Customer relationship management CRM software See more occupations related to this technology.
  • Data base user interface and query software — Alpha Software Alpha Five; Claim processing system software; IBM Check Processing Control System CPSC; St. Paul Travelers e-CARMA (see all 6 examples) See more occupations related to this technology.
  • Desktop publishing software — Microsoft Publisher See more occupations related to this technology.
  • Document management software — Filing system software See more occupations related to this technology.
  • Electronic mail software — Email software; IBM Lotus Notes; Microsoft Outlook See more occupations related to this technology.
  • Internet browser software — Web browser software See more occupations related to this technology.
  • Medical software — Electronic health record (EHR) software; GE Healthcare Centricity EMR; Kodak Dental Systems Kodak SOFTDENT Practice management software PMS; McKesson Lytec See more occupations related to this technology.
  • Network conferencing software — Microsoft Office SharePoint Server MOSS See more occupations related to this technology.
  • Office suite software — Microsoft Office software See more occupations related to this technology.
  • Presentation software — Microsoft PowerPoint See more occupations related to this technology.
  • Spreadsheet software — Microsoft Excel See more occupations related to this technology.
  • Time accounting software — HMS software See more occupations related to this technology.
  • Word processing software — Corel WordPerfect software; Microsoft Word See more occupations related to this technology.

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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. See more occupations related to this knowledge.
  • 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. See more occupations related to this knowledge.
  • English Language — Knowledge of the structure and content of the English language including the meaning and spelling of words, rules of composition, and grammar. See more occupations related to this knowledge.
  • Computers and Electronics — Knowledge of circuit boards, processors, chips, electronic equipment, and computer hardware and software, including applications and programming. See more occupations related to this knowledge.

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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. See more occupations related to this skill.
  • Speaking — Talking to others to convey information effectively. See more occupations related to this skill.
  • Service Orientation — Actively looking for ways to help people. See more occupations related to this skill.
  • Critical Thinking — Using logic and reasoning to identify the strengths and weaknesses of alternative solutions, conclusions or approaches to problems. See more occupations related to this skill.
  • Reading Comprehension — Understanding written sentences and paragraphs in work related documents. See more occupations related to this skill.
  • Writing — Communicating effectively in writing as appropriate for the needs of the audience. See more occupations related to this skill.
  • Coordination — Adjusting actions in relation to others' actions. See more occupations related to this skill.
  • Social Perceptiveness — Being aware of others' reactions and understanding why they react as they do. See more occupations related to this skill.
  • Active Learning — Understanding the implications of new information for both current and future problem-solving and decision-making. See more occupations related to this skill.

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Abilities

  • Oral Comprehension — The ability to listen to and understand information and ideas presented through spoken words and sentences. See more occupations related to this ability.
  • Oral Expression — The ability to communicate information and ideas in speaking so others will understand. See more occupations related to this ability.
  • Speech Recognition — The ability to identify and understand the speech of another person. See more occupations related to this ability.
  • Speech Clarity — The ability to speak clearly so others can understand you. See more occupations related to this ability.
  • Written Comprehension — The ability to read and understand information and ideas presented in writing. See more occupations related to this ability.
  • Written Expression — The ability to communicate information and ideas in writing so others will understand. See more occupations related to this ability.
  • Near Vision — The ability to see details at close range (within a few feet of the observer). See more occupations related to this ability.
  • Selective Attention — The ability to concentrate on a task over a period of time without being distracted. See more occupations related to this ability.
  • Deductive Reasoning — The ability to apply general rules to specific problems to produce answers that make sense. See more occupations related to this ability.

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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. See more occupations related to this activity.
  • Performing Administrative Activities — Performing day-to-day administrative tasks such as maintaining information files and processing paperwork. See more occupations related to this activity.
  • 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. See more occupations related to this activity.
  • Getting Information — Observing, receiving, and otherwise obtaining information from all relevant sources. See more occupations related to this activity.
  • Communicating with Supervisors, Peers, or Subordinates — Providing information to supervisors, co-workers, and subordinates by telephone, in written form, e-mail, or in person. See more occupations related to this activity.
  • Establishing and Maintaining Interpersonal Relationships — Developing constructive and cooperative working relationships with others, and maintaining them over time. See more occupations related to this activity.
  • Documenting/Recording Information — Entering, transcribing, recording, storing, or maintaining information in written or electronic/magnetic form. See more occupations related to this activity.
  • Processing Information — Compiling, coding, categorizing, calculating, tabulating, auditing, or verifying information or data. See more occupations related to this activity.
  • Communicating with Persons Outside 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. See more occupations related to this activity.
  • Assisting and Caring for Others — Providing personal assistance, medical attention, emotional support, or other personal care to others such as coworkers, customers, or patients. See more occupations related to this activity.
  • Updating and Using Relevant Knowledge — Keeping up-to-date technically and applying new knowledge to your job. See more occupations related to this activity.
  • Identifying Objects, Actions, and Events — Identifying information by categorizing, estimating, recognizing differences or similarities, and detecting changes in circumstances or events. See more occupations related to this activity.
  • Organizing, Planning, and Prioritizing Work — Developing specific goals and plans to prioritize, organize, and accomplish your work. See more occupations related to this activity.
  • Monitor Processes, Materials, or Surroundings — Monitoring and reviewing information from materials, events, or the environment, to detect or assess problems. See more occupations related to this activity.
  • 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. See more occupations related to this activity.
  • Making Decisions and Solving Problems — Analyzing information and evaluating results to choose the best solution and solve problems. See more occupations related to this activity.
  • Interpreting the Meaning of Information for Others — Translating or explaining what information means and how it can be used. See more occupations related to this activity.
  • Judging the Qualities of Things, Services, or People — Assessing the value, importance, or quality of things or people. See more occupations related to this activity.

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Detailed Work Activities

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

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Work Context

  • Contact With Others — 98% responded “Constant contact with others.” See more occupations related to this work context.
  • Telephone — 94% responded “Every day.” See more occupations related to this work context.
  • Indoors, Environmentally Controlled — 95% responded “Every day.” See more occupations related to this work context.
  • Face-to-Face Discussions — 91% responded “Every day.” See more occupations related to this work context.
  • Deal With External Customers — 78% responded “Extremely important.” See more occupations related to this work context.
  • Electronic Mail — 84% responded “Every day.” See more occupations related to this work context.
  • Spend Time Sitting — 65% responded “Continually or almost continually.” See more occupations related to this work context.
  • Work With Work Group or Team — 65% responded “Extremely important.” See more occupations related to this work context.
  • Importance of Repeating Same Tasks — 48% responded “Extremely important.” See more occupations related to this work context.
  • Frequency of Decision Making — 66% responded “Every day.” See more occupations related to this work context.
  • Importance of Being Exact or Accurate — 52% responded “Extremely important.” See more occupations related to this work context.
  • Letters and Memos — 50% responded “Every day.” See more occupations related to this work context.
  • Impact of Decisions on Co-workers or Company Results — 51% responded “Very important results.” See more occupations related to this work context.
  • Structured versus Unstructured Work — 65% responded “Some freedom.” See more occupations related to this work context.
  • Freedom to Make Decisions — 35% responded “A lot of freedom.” See more occupations related to this work context.
  • Time Pressure — 56% responded “Once a week or more but not every day.” See more occupations related to this work context.
  • Deal With Unpleasant or Angry People — 37% responded “Once a week or more but not every day.” See more occupations related to this work context.
  • Spend Time Making Repetitive Motions — 30% responded “More than half the time.” See more occupations related to this work context.
  • Frequency of Conflict Situations — 33% responded “Once a month or more but not every week.” See more occupations related to this work context.
  • Level of Competition — 30% responded “Highly competitive.” See more occupations related to this work context.
  • Physical Proximity — 39% responded “Slightly close (e.g., shared office).” See more occupations related to this work context.

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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 sheet metal workers, forest fire fighters, customer service representatives, physical therapist aides, salespersons (retail), and tellers.
SVP Range (4.0 to < 6.0)

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Education


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

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Credentials

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Interests

Interest code: CES

  • 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. See more occupations related to this interest.
  • 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. See more occupations related to this interest.
  • Social — Social occupations frequently involve working with, communicating with, and teaching people. These occupations often involve helping or providing service to others. See more occupations related to this interest.

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Work Styles

  • Cooperation — Job requires being pleasant with others on the job and displaying a good-natured, cooperative attitude. See more occupations related to this work style.
  • Attention to Detail — Job requires being careful about detail and thorough in completing work tasks. See more occupations related to this work style.
  • Dependability — Job requires being reliable, responsible, and dependable, and fulfilling obligations. See more occupations related to this work style.
  • Integrity — Job requires being honest and ethical. See more occupations related to this work style.
  • Concern for Others — Job requires being sensitive to others' needs and feelings and being understanding and helpful on the job. See more occupations related to this work style.
  • Self Control — Job requires maintaining composure, keeping emotions in check, controlling anger, and avoiding aggressive behavior, even in very difficult situations. See more occupations related to this work style.
  • Stress Tolerance — Job requires accepting criticism and dealing calmly and effectively with high stress situations. See more occupations related to this work style.
  • Adaptability/Flexibility — Job requires being open to change (positive or negative) and to considerable variety in the workplace. See more occupations related to this work style.
  • 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. See more occupations related to this work style.
  • Social Orientation — Job requires preferring to work with others rather than alone, and being personally connected with others on the job. See more occupations related to this work style.
  • Initiative — Job requires a willingness to take on responsibilities and challenges. See more occupations related to this work style.
  • Achievement/Effort — Job requires establishing and maintaining personally challenging achievement goals and exerting effort toward mastering tasks. See more occupations related to this work style.
  • Persistence — Job requires persistence in the face of obstacles. See more occupations related to this work style.
  • Innovation — Job requires creativity and alternative thinking to develop new ideas for and answers to work-related problems. See more occupations related to this work style.
  • Analytical Thinking — Job requires analyzing information and using logic to address work-related issues and problems. See more occupations related to this work style.
  • Leadership — Job requires a willingness to lead, take charge, and offer opinions and direction. See more occupations related to this work style.

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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. See more occupations related to this work value.
  • 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. See more occupations related to this work value.
  • 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. See more occupations related to this work value.

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Related Occupations

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Wages & Employment Trends

Median wages (2014) $12.87 hourly, $26,760 annual
State wages Local Salary Info
 
Employment (2012) 1,007,000 employees
Projected growth (2012-2022) Average (8% to 14%) Average (8% to 14%)
Projected job openings (2012-2022) 406,900
State trends Employment Trends
 
Top industries (2012)

Source: Bureau of Labor Statistics 2014 wage data external site and 2012-2022 employment projections external site. "Projected growth" represents the estimated change in total employment over the projections period (2012-2022). "Projected job openings" represent openings due to growth and replacement.

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Job Openings on the Web

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Sources of Additional Information

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.

  • Receptionists external site. Bureau of Labor Statistics, U.S. Department of Labor. Occupational Outlook Handbook, 2014-15 Edition.

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