Get to Know Monte Vitale, Our August Employee of the Month

If you’ve ever called the PUD’s Water Utility with a question, concern or emergency, there’s a good chance Monte Vitale has been part of the solution.

Monte, a Water Distribution Specialist, has a reputation for going above and beyond for customers and co-workers alike. So much so, customers often call the Water Utility back just to praise and thank him. With a drive to provide the best customer experience possible, Monte maintains a remarkably busy schedule – but never lets that get in the way of making sure a customer has everything they need before he leaves a job.

Thanks to his dedication to our customers, extreme efforts to help them solve problems and stellar work ethic, to boot, Monte was named the PUD’s August Employee of the Month.

“He’s here for anything we need,” said Karen Latimer, the PUD’s Water Superintendent. “He’s so passionate about his work. His superpower is customer service. He always gives 150% and top-notch customer service. People call in just to thank us for having him here. He’s so grateful to be here and asks what can he do to help? I would call him ‘Mr. Helpful.’”

“I am inspired by how far Monte will go to help our customers,” said Jeff Kallstrom, our Chief Water Operations Officer. “He will help however he can and won’t leave until he is certain the customer is going to be OK. He tries to avoid the spotlight, but I’m so glad he is being recognized as Employee of the Month.”

CEO/GM John Haarlow is another one of many customers who have been blown away by Monte’s level of service. When John had a water leak at his house last winter, Monte stopped by to analyze the leak, give advice and provide a reference for a plumber who quickly came to fix the leak.

John got to see it firsthand as Monte walked him through the problem – and helped immediately get a solution in the works.

“As I understand it, this is just typical Monte – always going above and beyond for our customers,” John said. “And he does it with a fantastic attitude and with a heart for service. Monte has the wonderful gift of being able to engage with folks in a way that comes across as if you have known him for years. He’s just very authentic and sincere.”

Those efforts don’t go unnoticed by customers or co-workers.

“Monte is one-of-a-kind!” said Stephanie H., a Water Services Coordinator at the PUD. “He always goes the extra mile to help a customer in need. He’s been known to follow up with customers directly to make sure they have gotten their issues resolved, even when it isn’t directly a PUD issue. He genuinely cares about our customers and it shows.”

“I get customers calling in all the time to let us know how amazing Monte is,” said Barbara A., a Water Coordinator for the PUD. “He is thoughtful in nature, dependable in every situation and always willing to go the extra mile to help our customers. If our workplace had a ‘Most Likely to Save the Day Without Asking for Credit’ award, Monte would win it every year.”

One recent example involved a customer who appeared to be losing hundreds of gallons of water every hour. After arriving on site, Monte traced the issue to a broken connection beneath the home’s foundation and, once again, helped connect the customer with a plumber who could make the repair.

For Monte, it was simply another opportunity to help.

“Monte is a kind, consistent and proud individual who is always willing to help others,” said Water Crew Coordinator Lee E. “Monte consistently goes the extra mile, brings a positive attitude to the team and is someone we can always rely on. Monte exemplifies what it means to be a dependable and hardworking team member.”

“Monte will always make the extra time for our customers, especially if they suspect a possible leak in their home or service line that’s affecting their bill,” added Veronica B., our Lead Water Services Coordinator. “By taking this extra time to answer questions, it allows the customer to have more control and feel more at ease about the situation.

“I even thought that I had a leak in my home. On Monte’s day off he was there in minutes to check it out. That’s how he treats everyone. I am honored to work with him, learn from him and to call him a friend.”

For the past 18 years, Monte has served PUD customers in a variety of roles, including custodial services, line operations and, for the past 13 years, working for the Water Utility. Today, his work ranges from utility locates – where he coordinates with other agencies, utility companies and contractors – to customer outreach and emergency response.

Locates can be numerous (sometimes hundreds a month) and have a quick turnaround (about 48 hours). It’s a lot to juggle, and his work definitely keeps him busy.

But Monte wouldn’t have it any other way.

“I like getting there and finding out and solving the problem,” Monte said. “It’s rewarding and it’s what keeps me going here – knowing that I can try to help people. Every day you know that there’s somebody that’s going to need help. Sometimes they don’t know where to turn. I like to be able to be there for them.”

Prior to coming to the PUD, Monte had his own photography business. He really enjoys the team aspect of working at the PUD, and the appreciation his coworkers have for him is mutual.

“Coming here and being able to work with all of these great people is a lot of fun,” Monte said. “A lot of times during the day I’m by myself, but when I’m with my coworkers I really enjoy it. It’s a really great office to be a part of.”