1. Receptionists and Information Clerks 張雅茹 Ruby 李羽婷 Quill 陳婕方 Charlotte 吳佳錚 Michelle

2. Outline Occupational Outlook Handbook Job content and working condition Education and training Job outlook Comparison Customer service representatives vs. Secretaries and administrative assistants

3. 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

4. Occupational Outlook Handbook (OOH) Training and education needed Expected job prospects Working conditions Job search tips Actual duties on the job Information about the job market in each state Earnings

5. 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????

6. Nature of the Work Most work stations are clean, well lit, relatively quiet Friendly and motivating work environment

7. 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.

8. 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!!!

9. 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

10. 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

11. Customer Service Representatives A valuable link between customers and the company. Answer questions Respond to inquiries Customer service representa tive Company Products or service customers

12. 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

13. 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

14. 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)

15.  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

16. 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

17. 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