Occupation · SOC 43-4171
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.
Median wage
$37,230
$28,280–$48,870
Projected growth
+0.0%
Slower than average
Annual openings
30
per year
Employed (US)
964,530
Job Zone 2
Typical preparation
Some preparation
Stackable credential programs
6 mapped
Core skills
SpeakingActive ListeningService OrientationSocial PerceptivenessReading ComprehensionCritical ThinkingWritingCoordinationTime ManagementMonitoringComplex Problem SolvingActive LearningPersuasionInstructingJudgment and Decision MakingNegotiationLearning StrategiesSystems EvaluationSystems AnalysisMathematicsManagement of Personnel ResourcesQuality Control AnalysisOperations MonitoringTroubleshootingProgrammingManagement of Material ResourcesManagement of Financial ResourcesOperations AnalysisTechnology DesignScienceRepairingOperation and ControlInstallationEquipment SelectionEquipment Maintenance
Knowledge areas
Customer and Personal ServiceAdministrativeEnglish LanguageComputers and ElectronicsMathematicsPublic Safety and SecurityAdministration and ManagementTelecommunicationsPersonnel and Human ResourcesCommunications and MediaEducation and TrainingLaw and GovernmentMedicine and DentistryProduction and ProcessingForeign LanguageSociology and AnthropologyPsychologyEconomics and AccountingSales and MarketingTransportationEngineering and TechnologyPhysicsTherapy and CounselingPhilosophy and TheologyGeographyDesignChemistryFood ProductionMechanicalHistory and ArcheologyBuilding and ConstructionFine ArtsBiology
Technology & tools
3M Post-it AppAlpha Software Alpha FiveAppointment scheduling softwareAutomated information system softwareBilling softwareBlackbaud The Raiser's EdgeBookkeeping softwareClaim processing system softwareCorel WordPerfect Office SuiteCustomer relationship management CRM softwareData entry softwareDatabase softwareDesktop publishing softwareElectronic calendar management softwareElectronic health record EHR softwareEmail softwareFileMaker ProFiling system softwareGE Healthcare Centricity EMRGoogle DocsGoogle DriveHMSIBM Check Processing Control System CPSCIBM NotesIntrado SchoolMessengerIntuit QuickBooksKodak Dental Systems Kodak SOFTDENT Practice management software PMSMcKesson LytecMedical condition coding softwareMedical procedure coding softwareMicrosoft DynamicsMicrosoft ExcelMicrosoft Office softwareMicrosoft OutlookMicrosoft PowerPointMicrosoft PublisherMicrosoft SharePoint ServerMicrosoft WindowsMicrosoft WordSt. Paul Travelers e-CARMA
Representative tasks
Working with ComputersGetting InformationPerforming for or Working Directly with the PublicCommunicating with Supervisors, Peers, or SubordinatesMaking Decisions and Solving ProblemsAssisting and Caring for OthersResolving Conflicts and Negotiating with OthersCommunicating with People Outside the OrganizationEstablishing and Maintaining Interpersonal RelationshipsProcessing InformationUpdating and Using Relevant KnowledgeDocumenting/Recording InformationPerforming Administrative ActivitiesOrganizing, Planning, and Prioritizing WorkScheduling Work and ActivitiesCoordinating the Work and Activities of OthersInterpreting the Meaning of Information for OthersEvaluating Information to Determine Compliance with StandardsMonitoring Processes, Materials, or SurroundingsJudging the Qualities of Objects, Services, or PeopleIdentifying Objects, Actions, and EventsInspecting Equipment, Structures, or MaterialsCoaching and Developing OthersTraining and Teaching OthersDeveloping Objectives and StrategiesGuiding, Directing, and Motivating SubordinatesThinking CreativelyControlling Machines and ProcessesProviding Consultation and Advice to OthersDeveloping and Building TeamsStaffing Organizational UnitsAnalyzing Data or InformationSelling or Influencing OthersHandling and Moving ObjectsMonitoring and Controlling ResourcesPerforming General Physical ActivitiesEstimating the Quantifiable Characteristics of Products, Events, or InformationRepairing and Maintaining Electronic EquipmentOperating Vehicles, Mechanized Devices, or EquipmentDrafting, Laying Out, and Specifying Technical Devices, Parts, and Equipment
Competency framework
Skill expectations by proficiency level.
emerging
Telephone switchboard and basic call routing — answer and transfer incoming calls under direct supervision in a front-desk office environment.Visitor greeting procedures — welcome persons entering the establishment and ask the nature of their visit following a scripted protocol.Appointment calendar software — enter and confirm scheduled appointments with guidance from a supervisor using calendar and scheduling tools.Office information resources — locate and relay basic details about department locations and staff directories when prompted by visitors or callers.Incoming documents and mail — receive and sort correspondence, faxes, and deliveries under direction in a general office setting.Payment receipts — collect and record cash or card payments for services using a billing system with supervisor oversight.Filing and records systems — place documents into established physical and electronic filing systems following labeling conventions provided.Email and word processing software — compose and send basic informational messages to customers using standard office suite templates.Customer complaints — listen to routine customer concerns and escalate unresolved issues to a supervisor in a service-oriented reception area.Active listening during interactions — demonstrate attentive listening skills while gathering visitor or caller information in a busy front-office setting.
developing
Multi-line telephone switchboard — screen, forward, and manage concurrent incoming calls with minimal oversight in a moderate-volume reception environment.Visitor intake and routing — determine the purpose of each visit independently and escort or direct guests to appropriate destinations across an office facility.Appointment scheduling workflow — maintain and update appointment calendars for multiple staff members using scheduling software with routine accuracy.Customer and organizational information — provide accurate details about services, personnel, and office locations to visitors and callers without referral.Document transmission — send and confirm delivery of records and correspondence to customers via email, fax, or mail in a timely manner.Payment processing and receipts — process payments, issue receipts, and reconcile transaction records using billing and invoicing software independently.Records maintenance — update and retrieve client or visitor records from a database system accurately during daily reception operations.Routine complaint resolution — listen to and resolve common customer or public complaints on the spot, applying established service guidelines.Written communications — draft clear, professional responses to customer inquiries using email and word processing software with little editing required.Scheduling coordination — coordinate meeting times across multiple calendars, avoiding conflicts and confirming arrangements with relevant parties.
proficient
Complex call management — prioritize and resolve high-volume or sensitive incoming calls autonomously, applying judgment about urgency and appropriate routing.Non-routine visitor situations — assess and manage unexpected or sensitive visitor circumstances, escalating security concerns when necessary in a professional environment.Advanced scheduling systems — manage intricate, multi-party scheduling demands across CRM or medical scheduling software, resolving conflicts without supervision.Comprehensive information delivery — serve as a reliable knowledge source for full organizational structure, services, and policies for all incoming inquiries.Customer relationship management — use CRM software to log interactions, track follow-ups, and maintain accurate client records across the full reception workflow.Complaint de-escalation — independently resolve complex or emotionally charged customer complaints using active listening, empathy, and service-recovery techniques.Records integrity and compliance — audit and correct filing and database records to ensure accuracy and consistency with organizational retention requirements.Cross-functional communication — coordinate information flow between reception, administrative staff, and other departments to support seamless daily operations.Financial records accuracy — reconcile payment records, identify discrepancies, and generate basic billing reports using accounting or invoicing software.Adaptive written communication — tailor written correspondence in tone and format to diverse audiences, including sensitive or formal contexts, with minimal review.
advanced
Reception operations strategy — design and implement front-office workflows, protocols, and standards that improve efficiency and visitor experience organization-wide.Staff onboarding and mentorship — train and coach new reception and administrative staff on call handling, scheduling tools, and customer service best practices.Technology adoption leadership — evaluate, recommend, and lead rollout of new scheduling, CRM, or communication software across the administrative support function.Service quality oversight — monitor reception performance metrics, identify gaps in service delivery, and implement corrective measures to uphold organizational standards.Policy and procedure development — author and maintain front-desk operating procedures, including complaint-handling protocols and visitor management guidelines.Cross-departmental coordination — serve as the primary liaison between reception operations and other business units to align information and scheduling priorities.Escalated complaint governance — resolve the most complex or high-stakes customer and public complaints, setting precedent for how the organization handles sensitive cases.Vendor and tool management — manage relationships with software providers and office service vendors, ensuring tools meet operational and compliance requirements.Budget input for administrative resources — contribute to administrative staffing and technology budget discussions, justifying resource needs with operational data.Organizational knowledge stewardship — maintain and update the authoritative repository of organizational information, ensuring all reception staff have accurate, current resources.
Also known as
60 alternate job titles map to this occupation.
Appointment ClerkAppointment SchedulerAppointment SetterAutomobile Club Information Clerk (Auto Club Info Clerk)Bilingual ReceptionistCall Center AgentCall Center OperatorCall Center Representative (Call Center Rep)Call TakerClerk SpecialistClinic ReceptionistCustomer Care Representative (CCR)Dental ReceptionistER Clerk (Emergency Room Clerk)Front Desk AssociateFront Desk ClerkFront Desk OfficerFront Desk ReceptionistFront Office ReceptionistGreeterGuard Entrance RegistrarHospital ReceptionistHospitality AideIn File OperatorInformation Assistant (Info Assistant)Information Receptionist (Info Receptionist)Land Leasing ExaminerLand Leasing Information Clerk (Land Leasing Info Clerk)Legal ReceptionistMedical Office ReceptionistMedical ReceptionistMedical SchedulerMember Services Representative (Member Services Rep)Office AssistantOutpatient ClerkPay Station AttendantPeople GreeterPolicyholder Information Clerk (Policyholder Info Clerk)QuoterReceptionist