Receptionists
and
Information Clerks
張雅茹 Ruby
李羽婷 Quill
陳婕方 Charlotte
吳佳錚 Michelle
Outline

Occupational Outlook Handbook
Job content and working condition
Education and training
Job outlook

Comparison
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Customer service representatives vs.
Secretaries and administrative assistants
Occupational Outlook Handbook
(OOH)



Published and revised by Bureau of labor
statistics (United States Department of Labor)
A nationally recognized source of career
information (teacher, lawyer, nurse, etc.)
Provides valuable assistance to individuals
making decisions about their future careers
Training and
education needed
Expected
job prospects
Actual duties
on the job
Working conditions
Occupational Outlook Handbook
(OOH)
Information
about
the job market
in each state
Earnings
Job search tips
Duties of the receptionist
Provide information
about the organization
Answer
telephones
Tiring, and
Receptionists
repetitious, and
Information Clerks
stressful????
Route and
screen calls
Greet visitors,
Respond to inquiries
from the public
Nature of the Work


Most work stations are clean, well lit,
relatively quiet
Friendly and motivating work environment
Receptionists on Different Worksites
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


In hospitals and in doctors' offices:
Gather patients' personal and insurance
information and direct them to the proper
waiting rooms.
In corporate headquarters:
Greet visitors and manage the scheduling
of the board room or common conference
area.
Receptionists on Different Worksites



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In beauty or hair salons:
Arrange appointments, direct customers to the
hairstylist, and may serve as cashiers.
In factories, large corporations, and government
offices:
Provide identification cards and arrange for
escorts to take visitors to the proper office.
I contribute to the security of
an organization, because I
help to monitor the access
of visitors!!!
Qualifications and Advancement

General requirement

Advancement
Education and training
Education and training
High school diploma
Bachelor’s degree
Skills
Skills
knowledge of spreadsheet
strong computer skills
word processing software
accumulated experience
phone answering etiquette
Good interpersonal skills
Reception of visitors
active listener
distributing mail, fax messages
Job Outlook


Employment growth: to increase by 15 % from 2008
to 2018. Receptionists and information clerks hold
about 1.1 million jobs.
Key sectors:
Healthcare and social assistance industries
Offices of physicians
Hospitals
Nursing homes
Personal care services
Management and technical consulting
Customer Service Representatives

A valuable link between customers
and the company.
Customer
service
representa
tive
customers
Company
Products or
service


Answer questions
Respond to inquiries




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Interact with customers in response to
inquiries and complaints
Provide information related to products
Ascertain customer’s complaints are valid
Apply company policy to satisfy customer
demands
Handle problem-solving of various kinds
Plan
&schedule
meetings and
appointments
use computers
to do tasks
previously
handled by
managers and
professionals
Secretaries &
Administrative
Assistants
Organize&
maintain
paper and
electronic
files
Handle travel
and guest
arrangement
Performing&
coordinating
an office's
administrativ
e activities
Types of Secretaries
 Executive secretaries &
administrative assistants
-arrange conference calls
-make arrangements for meetings of
committees and executive boards
Legal secretaries:
-require knowledge of technical
terms and procedures
-deal with legal chores: prepare
correspondence, legal papers
(summonses & subpoenas)
 Medical secretaries
-assist physicians or
medical scientists
-arrange for patients to be
hospitalized
-be familiar with insurance rules and hospital
procedures
Secretaries employed in schools
Technical secretaries
Virtual assistant
Qualifications





proficient in typing and good at spelling,
punctuation, grammar, and oral
communication
Extensive knowledge of computer software
applications
Good customer service and interpersonal
skills
Discretion, good judgment, organizational
or management ability
Initiative, and the ability to work
independently
secretarial and administrative
duties are of a personal,
interactive nature
planning conferences,
working with clients, and
instructing staff require
tact and communication skills
technology cannot substitute
for these personal skills