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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