Information and record clerks

Despite the fact that hiring requirements for information and record clerk jobs vary from industry to industry, a high school diploma or its equivalent is the most common educational requirement. Increasingly, familiarity or experience with computers and good interpersonal skills are becoming equally important as the diploma to employers. Although many employers prefer to hire information and record clerks with a higher level of education, only a few of these clerical occupations require such a level of education. For example, brokerage firms usually seek college graduates for brokerage clerk jobs, and order clerks in high-technology firms often need to understand scientific and mechanical processes, which may require some college education. For new-account clerks and airline reservation and ticket agent jobs, some college education may be preferred.

Many information and record clerks deal directly with the public, so a professional appearance and a pleasant personality are important. A clear speaking voice and fluency in the English language also are essential, because these employees frequently use the telephone or public-address systems. Good spelling and computer literacy often are needed, particularly because most work involves considerable use of the computer. In addition, speaking a foreign language fluently is becoming increasingly helpful for those wishing to enter the lodging or travel industry.

With the exception of airline reservation and transportation ticket agents, information and record clerks generally receive orientation and training on the job. For example, orientation for hotel and motel desk clerks usually includes an explanation of the job duties and information about the establishment, such as the locations of rooms and the available services. New employees learn job tasks through on-the-job training under the guidance of a supervisor or an experienced clerk. They often need additional training in how to use the computerized reservation, room assignment, and billing systems and equipment. Most clerks continue to receive instruction on new procedures and on company policies after their initial training ends.

Receptionists usually receive on-the-job training that may include procedures for greeting visitors, for operating telephone and computer systems, and for distributing mail, fax, and parcel deliveries. Some employers look for applicants who already possess certain skills, such as computer and word-processing experience, or who have previous formal education. These workers must possess strong communication skills, because they are constantly interacting with customers.

Most airline reservation and ticket agents learn their skills through formal company training programs. In a classroom setting, they learn company and industry policies, computer systems, and ticketing procedures. They also learn to use the airline’s computer system to obtain information on schedules, the availability of seats, and fares; to reserve space for passengers; and to plan passenger itineraries. In addition, they must become familiar with airport and airline code designations, regulations, and safety procedures, on all of which they may be tested. After completing classroom instruction, new agents work on the job with supervisors or experienced agents for a period during which the supervisors may monitor telephone conversations to improve the quality of customer service. Agents are expected to provide good service while limiting the time spent on each call, without being discourteous to customers. In contrast to the airlines, automobile clubs, bus lines, and railroads tend to train their ticket agents or travel clerks on the job through short in-house classes that last several days.

Most banks prefer to hire college graduates for new-account clerk positions. Nevertheless, many new-account clerks without college degrees start out as bank tellers and are promoted by demonstrating excellent communication skills and the motivation to learn new skills. If a new-account clerk has not been a teller before, he or she often will receive such training and work for several months as a teller. In either case, new-account clerks undergo formal training regarding the bank’s procedures, products, and services.

Some information and record clerks learn the skills they need in high schools, business schools, and community colleges. Business education programs offered by these institutions typically include courses in typing, word processing, shorthand, business communications, records management, and office systems and procedures. Order clerks in specialized technical positions obtain their training from technical institutes and 2- and 4-year colleges.

Some entry-level clerks are college graduates with degrees in business, finance, or liberal arts. Although a degree rarely is required, many graduates accept entry-level clerical positions to get into a particular company or to enter a particular field. Some companies, such as brokerage and accounting firms, have a set plan of advancement that tracks college graduates from entry-level clerical jobs into managerial positions. Workers with college degrees are likely to start at higher salaries and advance more easily than those without degrees.

Regardless of their level of educational attainment, clerks usually receive on-the-job training. Under the guidance of a supervisor or other senior workers, new employees learn company procedures. Some formal classroom training also may be necessary, such as training in specific computer software.

Advancement for information and record clerks usually comes by transfer to a position with more responsibilities or by promotion to a supervisory position. Most companies fill office and administrative support supervisory and managerial positions by promoting individuals within their organization, so information and record clerks who acquire additional skills, experience, and training improve their opportunities for advancement. Receptionists, interviewers, and new-account clerks with word-processing or other clerical skills may advance to a better paying job as a secretary or administrative assistant. Within the airline industry, a ticket agent may advance to lead worker on the shift.

Additional training is helpful in preparing information clerks for promotion. In the lodging industry, clerks can improve their chances for advancement by taking home-study or group-study courses in lodging management, such as those sponsored by the Educational Institute of the American Hotel and Motel Association. In some industries — such as lodging, banking, insurance, or air transportation — workers commonly are promoted through the ranks. Information and record clerk positions offer good opportunities for qualified workers to get started in a business of their choice. In a number of industries, a college degree may be required for advancement to management ranks.

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