Snohomish County Public Utility District No. 1

Skip navigation and go to content

Customer Service (M-F 8a-5:30p): 425-783-1000

PUD Showcase

Meet Maurice Santos

Employee of the Month for January

Employee of the Month

What makes PUD Customer Service Representative (CSR) Maurice Santos such a shining example of an Employee of the Month?   

“Maurice ends all his interactions with a hearty ‘thank you’ and every email with ‘have the best day ever.’ For Maurice, these aren’t exercises as much as true beliefs,” said Jeff Feinberg, Customer Service Manager. “He is focused on allowing whoever he’s working with to have all the help at his disposal, and for the person to not only feel his/her current situation is resolved, but that things are getting better all of the time.”

That message is especially meaningful in Maurice’s current role as an Energy Assistance Program (EAP) CSR. He and fellow CSR Jamie Contreras work at the Snohomish County Courthouse during heating season.

“Being right at the courthouse, I’m able to work face-to-face with customers who need help paying their bills,” said Maurice. “It’s an honor to work with the Snohomish County EAP employees as well as with Jamie, who shares my passion for helping others, especially local people in need.”

Maurice began his career at the PUD in July 2015 as a CSR-in-Training and became a CSR in October of that year. In between stints at the courthouse, Maurice is part of the team on the Front Line and in the Call Center.

Wherever he goes, Maurice is appreciated for his professionalism as well as his personable demeanor—most notably his compassion and ability to empathize with others. He consistently earns 100% on his call reviews.

“Maurice is never simply assisting his customers. He becomes their ‘energy ambassador’ and treats them to a first-class customer experience,” said Jeff. “It is clearly important to Maurice that his customers or fellow employees walk away from an interaction with him more informed and hopeful than before they started.

“I enjoy learning different areas of my department and challenging myself to exceed expectations,” said Maurice.

And it certainly shows. In addition to all of Maurice’s managers and peers at the PUD thinking highly of him, the county’s Energy Assistance Agency constantly requests that Maurice come back and work with its customers. 

“Maurice is really gifted in the way he handles people, and his positivity and sincerity are contagious,” said Jeff. “He views every customer interaction as an opportunity to make someone’s day.” 

Maurice, thank you. Your customer-service skills are exemplary and an asset to the PUD. But the special spark you bring—your positivity and the generous way in which you share it—is valuable beyond measure. Thank you for doing exceptional work and lifting spirits along the way. The energy you supply is priceless!

Recent Awards

  • Hydropower Award (2017)
    The National Hydropower Association honored the PUD with a 2017 Outstanding Stewards of America’s Waters award for its success in providing access to additional fish habitat in the Sultan River Basin, site of the PUD’s Jackson Hydroelectric Project. In late 2016, the PUD opened up six miles of additional fish habitat on the Sultan River by modifying a diversion dam on the upper reach of the river. Within weeks of the project’s completion, coho salmon were detected upstream – for the first time in nearly 100 years!
  • SAP Utility of the Year (2016)
    The PUD was named Utility of the Year by SAP, a multinational software corporation, for the utility’s ongoing “ONE” program, a multi-year software implementation that creates a foundation for the utility’s future business growth. The program greatly consolidates hundreds of software programs as part of a PUD continuous improvement effort.
  • Metering & Smart Energy International (2016)
    South African Metering & Smart Energy International, a media and research organization serving the utility industry, honored the PUD as a Global Smart Energy Elite for both its work with cybersecurity and utility transformation through the ONE program. The PUD achievements will be featured in the organization’s fall magazine.
  • NWPPA Excellence in Communication Award (2016)
    First Place/Publication: 2016 Current Calendar
  • NWPPA Excellence in Communication Award (2016)
    First Place/Social Media

To see more awards, click here.