customer service representative

security officer

service associate

information specialist

youth specialist

Columbus Metropolitan Library

I can honestly say that my co-workers are some of the best people ever! I loved working there because they were encouraging and supportive. They welcomed any questions I had and were fun to joke with. Some great personalities there. The place had me wanting to work really hard and do an amazing job, because it felt like they appreciated it and it was important. I even took on more projects where I could. I even looked up to my previous supervisor. I would go so far as to say that she was my role model. But sadly, she had to retire early for health reasons.

And then she was replaced by a man who wanted every little thing to be done "by the book" and it seemed to be a very outdated book. He didn't want people to talk very much. He made empty promises. And he degraded the work that I did. Which was funny because I would often come to him looking for MORE work to do. Since I had already finished my job AND the extra work that my co-workers needed help with.

The company also didn't seem to care for our safety. We had a really bad winter and they had us going out in level 2 and 3 emergency weather. Some almost got into accidents and some couldn't make it at all because the roads we so bad. My co-workers were shocked to see me those days, because I took the bus and had to walk and wait for 20 mins in a level 2 snow storm. There was also a time when my bus got into a car accident and was legal obligated to sit and wait for the police. So I was late for work. I was penalized for it. 

They just didn't care that I had no control over the bus or weather, or that every day I was there 40 mins early. They don't care if you put your all into your work for a year+ or wait 20 mins outside in a snow storm so you won't let anyone down. 

I cared and believed in CML, but they just couldn't be bothered.

I worked at CML in various branches and the Main Library for nearly 8 years. Prior to my starting at the library they had restructured their customer service model to a more corporate approach than community focused. Though many staff had servant leadership qualities and a genuine understanding of the central service point model it was executed very poorly. Information staff were rarely on desk. Many customers remarked that they felt delayed in their service needs being met. After Covid began the library response was ever changing, as many jobs had to become. But due to an unnecessary hiring freeze and stressful staffing conditions there was a mass exodus of decades of experience. There is currently no work life balance at CML. Full time posts are being replaced with marginalized part time staff pushed to their breaking point. The library is having such hiring issues that they’ve closed for Sunday hours. This impacts the people of Columbus. Education requirements impede diversity hiring. They are extremely difficult in accommodations for ADA protected staff. As a culture the library consistently overlooks services for adult customers and in particular realizing its Life Skills Strategy. Retention of staff is disheartening these last years. I deeply loved my work. I was profoundly inspired daily by our customers. I adore and respect my work family for their integrity. This organization has lost is heart. It’s replaced it with shiny buildings and bravado. I hope they find their way back to being truly open to all. 

There are many branches, so quality greatly varies across the system. As a large company, CML goes through some turnover, you’ll see the same few branches pop up more frequently. I believe these branches are not getting enough support from administrators, and they are unable to keep their employees safe and satisfied. Admin is aware of problems, but if they addressed them, they’d have to admit to there being problems. 

Customers can be really unkind to staff, to put it lightly, and it’s worse than any other customer service job that I’ve personally encountered. When presented with my concerns and fears, the response from management was apathetic at best and dismissive at worst. Ultimately I decided to leave this company without having another job lined up. 

On the positive, I met so many wonderful human beings while working for the library. The staff on the customer service front lines are truly doing the library’s core work. I found myself consistently disappointed by the decisions of branch management and upper management. 

We come in, greet both the librarians and the people that walk through the doors of the library with a warm smile and get people to sign up for our program called the "Summer Reading Program". What I've learned from this is that you can have fun even while you are working but you always will have to find ways to keep yourself preoccupied when nobody else is around. All the co-workers were both friendly and shared their opinions towards how we can spice up our counter and how we can manage all the programs going on in the summer. 

As far as the hard part, we had a lot of people who didn't want to sign up and it was difficult trying to tell them that anyone can join, and you can receive rewards for doing so. The benefits for being a Volunteer is pretty good, I won't go so far into detail about what they are but, let's just say you will enjoy them after the program ends.

On a typical day I would get in and immediately man the information desk. 
After a few hours of working on information resources, I would come off the desk and work on programming. 
Occasionally I taught basic computer skills classes to patrons who had signed up. 
Finally, I helped with stock control of books on the shelves.

My co workers were all bright and interested in people and books, as was I

The hardest part of the job was that the library system was chronically understaffed and did not do a very good job of allocating its personnel resources. 
Because of this, educated professionals found themselves with schedules much like department store clerks, days here, evenings there, weekend thrown in from time to time. 

The most enjoyable part of the job was helping patrons with research.

It might seem like a great job during the interview but don't let them trick you. There are no benefits for part-time employees, just tacky.The management is passive aggressive and they'll whisper about you behind your back. The library requires people to go to meetings every month and holiday gatherings, even if you don't celebrate. It's very disrespectful and time consuming. What's even worse is this job only has 10 call off days A YEAR! I was fired because I missed work for a family member's funeral although I told my supervisor about it days before. These people are heartless and only care about making the company money. I don't think the entire metropolitan library is terrible (except the benefits, pay, and number of call offs) but the Southeast branch definitely needs management work. I would love to work at the metropolitan library again if they change their ways and raise their standards with management.

In my time at CML, I witnessed the organization phase out actual librarian positions while increasing the number of middle management; these middle managers were basically selected by their ability to schmooze their bosses while delegating as much of their work as possible to those beneath them. Competency and customer service were the marching orders handed down from on high, meanwhile the people who were gifted advancements in their careers were often the ones doing the least. I had been delegated so much in the way of my bosses work, that when I left for greener pastures, they had to create a new position and offer a higher rate than what they were willing to compensate me at. 
Six months after I left, those managers were encouraged to find employment elsewhere. They were replaced by a manager that only stayed for two years.

I worked at CML for 3 years and I had a great experience overall. I enjoyed interacting with the customers. I had friendly co workers and easy to get along with supervisors. I would say that there should be an easier way to advance for current employees that would like to advance to another position or seek promotion. I believe they are introducing a program for employees seeking advancement now. I also think there needs to be more effective strategies on attracting and retaining quality security officers. Working in customer service was very rewarding and I enjoyed my time working for a great company. I left because I was looking for a role more aligned with my degree and something more fulfilling to what I want to do long term.

Welcoming library customers and issuing library cards to hungry minds I learned how to help customers find information in the library and work with a diverse population of people and cultures.  My coworkers were interesting and welcoming.
The hardest part of my job was ibnforming people of their overdue fines sometimes to the point of them not being able to check out the materials they has spenr time selecting.
The most enjoyable part of my job was the people who came in on a regular basis that  I became familiar with on a first name basis, the volunteers and having access to a diverse collection of books. I didn't realize fully how awesome CML was until I moved to Arizona, it is one of the best library systems in the country.

Able to provide children with the opportunity to learn and grow. On any given day I prep my assigned vehicle (maintenance check) and I gather equipment (computers, scanners, library cards, reciept paper, books and book bags) to visit schools and daycare centers. 

Each day I learn something new about ways to help particular children understand letters, words, behaviors, and how to use them together. 

The job is minimally supervised. Any issues are texted or e mailed to my direct team lead. 

The 'hardest' part of my job is watching the kids that we've grown to know and help move on to the next level of elementary school. The 'most enjoyable' part of the job is watching the kids that we've got to know and help move on to the next level of elementary school.

Top Job Titles	Average Salary
Customer service representative 127 salaries reported	$20.49 per hour
Security officer 61 salaries reported	$19.70 per hour
Service associate 55 salaries reported	$19.43 per hour
Information specialist 33 salaries reported	$24.88 per hour
Youth specialist 16 salaries reported	$21.10 per hour

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