Meet Maurice Santos
Employee of the Month for January
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!