RECEPTIONISTS AND INFORMATION CLERKS California Occupational Guide Number 21 Interest Area 7 1998
THE JOB
Initial impressions count for a lot in business-a friendly greeting over the phone or at a receptionist's desk can turn a visitor into a customer. RECEPTIONISTS AND INFORMATION CLERKS help enhance the public's impression of a business by providing efficient, courteous and personalized service to the public. They give information by telephone or personal contact and direct and control the flow of clients or visitors to their destinations.
Knowledge of the company products or services and staff is of paramount importance. Receptionists and Information Clerks often have special references such as price lists or appointment schedules at hand. They can either answer simple questions about their company's products, or refer more complicated questions to other company personnel. Their tasks vary with the individual employer and the size and type of business.
Receptionists and Information Clerks usually record the names of callers, time of call, nature of business and name of person visited, and may use a public address system to page employees. They may act as guides or furnish identification badges and security escorts to visitors at government agencies or businesses subject to internal security. Receptionists schedule future appointments and give information about services and products. They operate small telephone consoles to answer incoming calls and dial outgoing calls; they assist clients in completing difficult calls and in locating parties. They collect and distribute telephone messages.
When not occupied with telephone calls and visitors, Receptionists and Information Clerks perform clerical duties. They may operate calculators or computers to figures pay records, invoices, balance sheets and other documents and perform statistical, financial and other record-keeping functions. They open, sort and distribute incoming mail and prepare outgoing mail. They may type letters and reports, address envelopes, cards and labels, file correspondence and documents and locate and remove materials from files. They may take orders for merchandise or materials and send them to the proper departments to be filled.
WORKING CONDITIONS
Receptionists generally work in well-furnished, and well-lit, air- conditioned offices but sometimes their work stations are located in small quarters in industrial plants or office trailers. The work is mainly sedentary but may involve some bending, standing or walking.
Job duties are not hazardous or physically strenuous. However, the work is sometimes performed under pressure when a heavy flow of incoming calls or stress of deadlines occurs.
EMPLOYMENT OUTLOOK
The following information is from the California Projections of Employment published by the Labor Market Information Division.
Estimated number of workers in 1993 126,450 Estimated number of workers in 2005 183,990 Projected Growth 1993-2005 46% Estimated openings due to separations by 2005 35,260
(These figures do not include self-employment or openings due to turnover.)
Approximately 126,000 Receptionists and Information Clerks were employed in California in 1993. About 57,000 more workers are expected to be employed by 2005. Employment in this group of workers is expected to grow faster than the average for all occupations during the projection period. Many additional openings will result from workers leaving the occupation.
People-oriented workers with excellent clerical skills, computer knowledge, versatility, and the ability to quickly understand business terminology will have the best job prospects.
WAGES, HOURS, AND FRINGE BENEFITS
Salaries for Receptionists and Information Clerks depend on experience, length of service, clerical skills, and degree of responsibility. Wages vary from one geographical area to another and from industry to industry. Entry-level workers can expect an average salary of between $5.75 to $8.00 hourly; new hires with experience average $6.25 to $10.00 an hour. Receptionists and Information Clerks with more than three years with the same employer can average $7.25 to $12.00 per hour. Employees who work in larger firms in metropolitan areas tend to earn the highest wages.
Most Receptionists work 40 hours weekly, Monday through Friday. Some work a 33- to 35-hour week; others may work irregular hours and on Saturdays, Sundays and holidays. Overtime work is not common. Fringe benefits vary from one establishment to another. Most companies and all government agencies offer paid sick leave, vacation, holidays, retirement plans, and medical and dental benefits. Some employers provide life insurance and vision care plans.
ENTRANCE REQUIREMENTS AND TRAINING
Employers prefer applicants with at least a high school diploma. Applicants should be able to type 40 or more words per minute accurately, and be able to operate calculators, computers, and duplicating machines. Applicants need a pleasant personality and the ability to work well with others. A well-groomed, business-like appearance, clear speaking voice and good judgment are important. Receptionists and Information Clerks should be able to work independently and under pressure, and have good public contact skills and legible handwriting. Familiarity with word processors or personal computers is now almost always a job requirement. Normal or corrected hearing is essential.
Many schools and colleges offer training in the skills required for clerical occupations. Some schools give certificates or diplomas to those who satisfactorily complete training programs. Students can sometimes gain experience by working part-time as office Receptionists or Information Clerks. Cooperative work-study programs in high schools and community colleges provide excellent opportunities that may lead to full-time jobs after graduation. Students should contact their school counselors to inquire about such programs.
Receptionists and Information Clerks are given on-the-job training by employers regardless of educational preparation, because each business has its own policies and procedures to be followed in reception and clerical operations. Job training can last a few hours, days, or weeks.
ADVANCEMENT
Promotional opportunities for Receptionists are often limited. With additional training and experience, they can advance to typist, secretary, or administrative assistant. Receptionists in dental or medical facilities can sometimes learn the duties of dental or medical assistant and move into these positions. Larger employers may offer more promotional opportunities.
FINDING THE JOB
Job Service offices of the California Employment Development Department are excellent places to start looking for a job. Persons interested in government employment should apply at federal, state, city and county personnel offices. Many schools operate placement centers for their graduates. Jobs may be found through registration with temporary employment agencies, direct contact with employers and through classified advertisements in newspapers and trade publications.
RELATED OCCUPATIONAL GUIDES
Typists No. 20 Clerks, General Office No. 295 Hospital Admitting Managers and Clerks No. 409
OCCUPATIONAL CODE REFERENCES
DOT (Dictionary of Occupational Titles, 4th Ed. 1991) Appointment Clerk 237.367-010 Information Clerk 237.367-022 Receptionist 237.367-038
OES (Occupational Employment Statistics) System Receptionists and Information Clerks 553050
Source: State of California, Employment Development Department,
Labor Market Information Division, Information Services Group,
(916) 262-2162
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