Job Purpose

Interact effectively with LP customers to provide superior warranty administration and technical services. Ensure that all warranty claims are handled in a consistent, timely, and structured manner while maintaining all claims data for the accurate analysis and reporting of product performance trends. Deliver expert technical advice on the proper application and installation of LP products.

We’d love to meet you if... 
… you’re energized by big challenges and creating a plan to meet the challenge 
… you enjoy working with others to deliver great work 
… you’re innovative and looking for a values-driven, positive culture and environment

In this position you will have the opportunity to:

• Facilitate claims and their resolution in a manner exhibiting excellent customer service for the customer
• Answer in-coming calls and assist claimants, distributors, retailers, contractors, architects, code officials, and homeowners with their concerns
• Maintain and dispense technical knowledge of manufacturing methods, quality procedures, industry and company installation requirements, and all other information needed to effectively handle technical and warranty issues
• Initiate inspection process, interpret inspection reports, investigate repair options, and negotiate a fair resolution for the claim
• Prepare and submit detailed reports that include photographs and repair cost calculations using the National Construction Estimator or RSMeans
• Provide guidance and assistance to third party inspectors and LP personel as related to the inspection procedures
• Develop, document, and maintain assigned standard operating procedures including interactive technical libraries and data systems
• Complete on-site inspections as required
• Communicate with customers on claim status, investigation updates, and claim resolutions
• Update and maintain the CLAIMS System with all relevant claim information
• Compile and validate claim resolution payments through check, credit, or EFT processing
• Provide technical knowledge to Corporate Legal department in the resolution of litigious claims
• Update LP Quality, Manufacturing, Sales, & Marketing on product performance issues and customer concerns

What do I need to be successful?

• 3+ years of general office experience
• Demonstrated knowledge of claims processing
• Experience in a customer service environment and working with customers to resolve complex issues
• Experience with a forest products or manufacturing industry, preferred
• Experience in general building construction, preferred
• Knowledge of construction industry, transportation, and logistics
• Strong math skills
• Good critical thinking skills
• Good communication and interpersonal skills
• Skilled in claim negotiation and settlement
• Ability to remain objective
• Ability to use a computer and supporting software

Education

• Bachelor’s degree or any equivalent combination of education and experience that demonstrates the ability to perform the key responsibilities of this position

Work Environment

• Home/Office environment
• Frequent travel may be required

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