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

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

Occupational Outlook Handbook (OOH)

Training and

education neededExpected

job prospects

Working conditions

Job search tips

Actual duties on the job

Information

about

the job market

in each state

Earnings

Duties of the receptionist

Route and screen calls

Greet visitors,Respond to inquiries

from the public

Answer telephones

Provide information about the organization

Receptionists and

Information Clerks

Tiring, repetitious, and stressful????

Nature of the Work

Most work stations are clean, well lit, relatively quiet

Friendly and motivating work environment

Receptionists on Different Worksites

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 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

High school diploma

Skills

knowledge of spreadsheet

word processing software

phone answering etiquette

Reception of visitors

distributing mail, fax messages

Education and training

Bachelor’s degree

Skills

strong computer skills

accumulated experience

Good interpersonal skills

active listener

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.

Answer questions Respond to inquiries

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

Secretaries & Administrative Assistants

Run an organization more efficiently

Plan &schedule

meetings and appointments

Performing&coordinating

an office's administrativ

e activities

Organize& maintain

paper and electronic

files

Handle travel and guest

arrangement

use computers to do tasks previously handled by

managers and professionals

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

Computers, e-mail, scanners,

and voice message systems

technology cannot substitute for these personal skills

planning conferences, working with clients, and instructing staff require

tact and communication skills

office automation and

organizational restructuring

secretarial and administrative duties are of a personal,

interactive nature