Key Responsibilities and Required Skills for Information Clerk

🎯 Role Definition

The Information Clerk is the primary point of contact for visitors, callers, and internal stakeholders. This role manages front-desk operations, handles inquiries, schedules appointments, maintains accurate records, processes routine transactions, and ensures a professional, efficient welcome experience. Success in this role requires strong customer-service orientation, attention to detail, proficiency with office technology (phone systems, scheduling software, CRM), and strict adherence to privacy and facility policies.

📈 Career Progression

Typical Career Path

Entry Point From:

High school graduate or GED with customer-facing retail or hospitality experience
Receptionist or front desk assistant
Administrative assistant or data entry clerk

Advancement To:

Senior Information Clerk or Front Desk Supervisor
Administrative Coordinator or Office Manager
Records Management Specialist or Customer Service Team Lead

Lateral Moves:

Receptionist
Customer Service Representative
Mailroom or Facilities Coordinator

Core Responsibilities

Primary Functions

Greet and assist visitors and clients in a professional, welcoming manner; verify identities, direct guests to proper departments, and provide accurate directions and facility information while maintaining a helpful, customer-focused demeanor.
Answer, screen, and route incoming multi-line phone calls promptly and courteously; take detailed messages, follow up on call outcomes, and maintain telephone logs to ensure consistent communication flow.
Schedule, confirm, and manage appointments and meetings using electronic scheduling systems; coordinate room bookings, notify relevant staff, and update calendars to minimize conflicts and double-bookings.
Maintain secure visitor registration procedures, issue visitor badges, log entry/exit times, and uphold site security protocols by verifying credentials and escalating suspicious behavior per policy.
Perform accurate data entry and maintain electronic and paper records, including client contact information, correspondence, forms, and consent documentation; ensure filing systems are up to date and retrievable.
Process routine payments and receipts (cash, check, credit card, POS) following cashiering procedures; balance daily transactions, prepare deposits, and reconcile discrepancies with attention to accuracy.
Provide basic information and procedural guidance to callers and visitors regarding services, policies, access routes, and frequently requested resources; escalate complex inquiries to supervisors or subject matter experts.
Prepare, sort, and distribute incoming mail and packages; coordinate outgoing shipments and interoffice mail routing while documenting chain-of-custody for time-sensitive items.
Maintain front-desk supplies and inventory (forms, badges, office supplies), place orders as necessary, and manage vendor deliveries to ensure uninterrupted reception operations.
Record and escalate maintenance, safety, and facility issues reported by visitors or staff; liaise with building management, security, and facilities teams to track resolution status.
Compile daily and weekly activity reports (visitor counts, call volumes, appointment statistics) to support operational planning, staffing decisions, and KPIs for the front office.
Support basic clerical tasks such as photocopying, scanning, faxing, and preparing mailings or informational packets, ensuring materials are accurate, professional, and timely.
Uphold confidentiality and data-protection standards when handling sensitive information, including HIPAA or other regulatory requirements, and complete required privacy training as mandated.
Assist with onboarding activities for new visitors and temporary staff, including issuing credentials, explaining site procedures, and directing them to orientation resources.
Troubleshoot and provide first-line support for common front-office technology issues (badge readers, printers, meeting-room A/V) and coordinate technical support escalations when necessary.
Maintain an organized and safe reception area, removing hazards, keeping signage current, and ensuring promotional materials are stocked and relevant.
Conduct routine audits of visitor logs, appointment schedules, and records to identify inconsistencies and recommend process improvements to increase accuracy and efficiency.
Provide translated assistance or access to language services as needed, or arrange interpreter services to ensure equitable access for non-English-speaking visitors.
Participate in emergency response procedures—notify emergency contacts, account for visitors and staff, direct evacuees, and maintain logs of incidents for follow-up and reporting.
Train and mentor temporary or part-time front-desk staff on standard operating procedures, customer-service expectations, safety protocols, and use of office systems.
Coordinate with multiple internal departments (facility management, HR, security, clinical or operations teams) to resolve visitor-related issues, facilitate cross-departmental communication, and improve visitor experience.
Monitor and implement updates to front-desk procedures, signage, and information bulletins so that staff and visitors always have current, accurate information.

Secondary Functions

Assist with special projects such as reception area redesign, visitor-flow studies, or customer-service improvement initiatives to enhance first-contact experiences.
Support departmental administrative tasks including preparing reports, compiling documentation for audits, and helping with basic data analysis to inform operational decisions.
Contribute to the development and documentation of standard operating procedures (SOPs) for visitor management, phone handling, and records retention.
Help coordinate volunteer or contractor schedules for peak visitor periods and special events, ensuring coverage and continuity of front-desk services.
Maintain and update online public information (contact pages, FAQs, visitor instructions) in coordination with communications or web teams.
Perform light administrative support for payroll, timekeeping, and staff scheduling when required, including capturing sign-in/out records for hourly front-line employees.
Assist with minor marketing or outreach tasks such as distributing flyers, updating bulletin boards, and providing collateral to visitors about services and programs.

Required Skills & Competencies

Hard Skills (Technical)

Proficient with multi-line phone systems, call routing, voicemail, and basic telephone etiquette.
Strong data entry skills with speed and accuracy; familiarity with CRM systems (e.g., Salesforce, HubSpot) and electronic records management.
Experience using calendar and scheduling software (Outlook, Google Calendar, Calendly) to manage appointments and meeting rooms.
Proficiency in Microsoft Office (Word, Excel, Outlook) and Google Workspace (Docs, Sheets) for document preparation and reporting.
Familiarity with visitor management systems, badge printing, and access-control procedures.
Cash handling and point-of-sale (POS) transaction processing, including reconciliation and basic bookkeeping practices.
Ability to scan, upload, and manage electronic documents in EDMS or cloud storage platforms; knowledge of basic scanning and OCR workflows.
Basic A/V and meeting-room technology troubleshooting (projectors, conference phones, video conferencing platforms).
Understanding of data privacy and regulatory compliance (HIPAA, FERPA where applicable) and experience applying confidentiality protocols.
Recordkeeping and filing best practices, both electronic and paper-based, including retention schedules and secure disposal.
Experience generating operational reports and using simple spreadsheet functions (filters, pivot tables, v-lookups) to summarize front-desk metrics.

Soft Skills

Exceptional verbal and written communication skills; clear, professional phone and in-person interaction.
Strong customer-service orientation with empathy, patience, and the ability to de-escalate frustrated visitors or callers.
Excellent attention to detail and organizational skills; able to prioritize multiple tasks in a busy front-office environment.
High level of discretion and trustworthiness when handling confidential information.
Problem-solving mindset with the ability to triage issues and escalate appropriately.
Time management and the ability to work independently or as part of a small administrative team.
Adaptability and flexibility to handle shifting priorities, peak visitor flows, and occasional special events.
Teamwork and collaboration skills for effective coordination with internal departments and external vendors.
Professional appearance and demeanor; strong interpersonal skills to create positive first impressions.
Cultural sensitivity and customer-focus to serve diverse populations respectfully and inclusively.

Education & Experience

Educational Background

Minimum Education:
High school diploma or GED.

Preferred Education:
Associate degree or certificate in Office Administration, Business Administration, Hospitality, or related field.

Relevant Fields of Study:

Business Administration
Office Management
Hospitality Management
Customer Service / Communications
Records or Library Science

Experience Requirements

Typical Experience Range:
0–3 years of front-desk, reception, or customer-service experience.

Preferred:
1–2 years of experience in a reception, information desk, or administrative support role with demonstrated proficiency in scheduling software, multi-line phone systems, and records management. Experience in a regulated environment (healthcare, education, government) or with cash handling and POS systems is highly desirable.