As director of customer care, Beverly Yopp oversees all Pluris’ customer care operations. Beverly’s experience in the customer service industry spans over 40 years beginning as a teenager working in her extended family’s business. Beverly exemplifies the patience, attentiveness and knowledge of the utility industry.
Known for her calming presence allows for a clear communication with customers to enhance the interaction for a positive result.
Beverly’s membership in the American Water Works Association (AWWA) provides her and her staff with industry education courses which constantly provides insight into ways to improve customer relations. Beverly’s own involvement in AWWA has led to a number of recent advancements including a new website layout and billing software enhancements to customers. Two enhancements included a new web portal and billing format both with the purpose of being more customer friendly. The new web portal provides customers the ability to log in to access and manage account information online 24 hours a day and all 365 days of the year.
Beverly is currently working closely with the installation of approximately 7,000 advanced metering infrastructure (AMI) meters in the Florida utilities and the upgraded software associated with this project. She recently shared,
“It is exciting to provide customers with the online ability to manage their account, including being able to view and print bills, view and monitor payments, and soon the ability to monitor their usage in real time - all at their fingertips”.
Beverly’s passion for customer service is reinforced visually on a wall mounted plaque that she had made for staff to see each day in the call center. Her quote reads,
“The best customer care representatives know that they cannot let a frustrated customer force them to lose their cool; in fact it is their job to try to be the "rock" for a customer who thinks the world is falling apart because of their issue”.
Customers wanting to speak with Beverly directly can send her an email at [email protected]. She enjoys speaking with customers and can arrange for a convenient time to talk.
