What are the responsibilities and job description for the Inquiry and Application Management Specialist position at Syracuse University?
Job Description
The Inquiry and Application Management Specialist manages daily phone and email communications for a rapidly growing portfolio of new online undergraduate and graduate programs through Syracuse University Global, delivering best-in-class, responsive service to prospective students at every interaction.
This position assists with application management by following admissions workflows to optimize overall student enrollment goals of Online Student Success and Syracuse University Global on behalf of the university’s schools and colleges. The Specialist plans, develops, and implements strategies for cultivating leads and inquiries for online degree programs, providing white-glove support throughout the enrollment journey.
The role includes analyzing inquiries to develop targeted outreach efforts that successfully move prospects through the enrollment funnel. The Specialist is responsible for proactive and regular outreach to inquiries through phone, email, and video content, ensuring timely, personalized communication that reflects Syracuse University’s commitment to excellence. This position is expected to work on-campus to support real-time coordination, peer problem solving, and the direct collaboration that drives consistent, high-quality service to prospective students. May require availability outside standard hours to address time-sensitive or urgent operational needs.
Syracuse University is building something new. We’re launching SU Global to reimagine how we support and scale accessible online pathways for non-traditional learners, in a dynamic, innovative, and data-driven environment. That means rethinking how we work.
This role requires on-campus presence because the best ideas emerge from real-time collaboration, the mentorship that happens in hallways, and the spontaneous problem-solving that defines startup culture. You’ll work non-traditional hours when needed – evening and weekend coverage, whatever it takes to deliver the best-in-class experience.
We’re Looking For Team Members Who Thrive In
Education and Experience
Not Applicable
Tools/Equipment
Not Applicable
Application Instructions
In addition to completing an online application, please attach a resume and cover letter.
About Syracuse University
Syracuse University is a private, international research university with distinctive academics, diversely unique offerings, and an undeniable spirit. Located in the geographic heart of New York State, with a global footprint, and over 150 years of history, Syracuse University offers a quintessential college experience.
The scope of Syracuse University is a testament to its strengths: a pioneering history dating back to 1870; a choice of more than 200 majors, 100 minors, and 200 advanced degree programs offered across the University’s 13 schools and colleges; over 15,000 undergraduates and over 6,000 graduate students; more than a quarter of a million alumni in 160 countries; and a student population from all 50 U.S. states and 123 countries. For more information, please visit http://www.syracuse.edu.
About The Syracuse Area
Syracuse is a medium-sized city situated in the geographic center of New York State approximately 250 miles northwest of New York City. The metro-area population totals approximately 500,000. The area offers a low cost of living and provides many social, cultural, and recreational options, including parks, museums, festivals, professional regional theater, and premier shopping venues. Syracuse and Central New York present a wide range of seasonal recreation and attractions ranging from water skiing and snow skiing, hiking in the Adirondacks, touring the historic sites, visiting wineries along the Finger Lakes, and biking on trails along the Erie Canal.
EEO Statement
Syracuse University is an equal-opportunity institution. The University prohibits discrimination and harassment based on race, color, creed, religion, sex, gender, national origin, citizenship, ethnicity, marital status, age, disability, sexual orientation, gender identity and gender expression, veteran status, or any other status protected by applicable law to the extent prohibited by law. This nondiscrimination policy covers admissions, employment, and access to and treatment in University programs, services, and activities.
Commitment to Supporting and Hiring Veterans
Syracuse University has a long history of engaging veterans and the military-connected community through its educational programs, community outreach, and employment programs. After World War II, Syracuse University welcomed more than 10,000 returning veterans to our campus, and those veterans literally transformed Syracuse University into the national research institution it is today. The University’s contemporary commitment to veterans builds on this historical legacy, and extends to both class-leading initiatives focused on making an SU degree accessible and affordable to the post-9/11 generation of veterans, and also programs designed to position Syracuse University as the employer of choice for military veterans, members of the Guard and Reserve, and military family members.
Commitment to a Respectful and Welcoming Community
Syracuse University fosters a welcoming learning environment where students, faculty, administrators, staff, curriculum, social activities, governance, and all aspects of campus life reflect a broad range of perspectives and experiences. The University community values the many similarities and differences among individuals and groups. At Syracuse, we are committed to preparing students to engage with and appreciate the richness of backgrounds, beliefs, and experiences that shape our society. To achieve this, we strive to cultivate a community that respects and encourages open dialogue, understanding, and mutual respect.
The Inquiry and Application Management Specialist manages daily phone and email communications for a rapidly growing portfolio of new online undergraduate and graduate programs through Syracuse University Global, delivering best-in-class, responsive service to prospective students at every interaction.
This position assists with application management by following admissions workflows to optimize overall student enrollment goals of Online Student Success and Syracuse University Global on behalf of the university’s schools and colleges. The Specialist plans, develops, and implements strategies for cultivating leads and inquiries for online degree programs, providing white-glove support throughout the enrollment journey.
The role includes analyzing inquiries to develop targeted outreach efforts that successfully move prospects through the enrollment funnel. The Specialist is responsible for proactive and regular outreach to inquiries through phone, email, and video content, ensuring timely, personalized communication that reflects Syracuse University’s commitment to excellence. This position is expected to work on-campus to support real-time coordination, peer problem solving, and the direct collaboration that drives consistent, high-quality service to prospective students. May require availability outside standard hours to address time-sensitive or urgent operational needs.
Syracuse University is building something new. We’re launching SU Global to reimagine how we support and scale accessible online pathways for non-traditional learners, in a dynamic, innovative, and data-driven environment. That means rethinking how we work.
This role requires on-campus presence because the best ideas emerge from real-time collaboration, the mentorship that happens in hallways, and the spontaneous problem-solving that defines startup culture. You’ll work non-traditional hours when needed – evening and weekend coverage, whatever it takes to deliver the best-in-class experience.
We’re Looking For Team Members Who Thrive In
- High-energy, in-person environments where innovation happens face-to-face
- Flexible scheduling that follows student needs, not the clock
- Startup intensity within a world-class university structure
Education and Experience
- Bachelor’s degree required.
- Minimum of one year of experience in recruiting, admissions, or a related customer-service field required.
- Strong written and oral communication skills required.
- Knowledge of university admissions policies and procedures.
- Exceptional intrapersonal skills and the ability to rapport with customers.
- Current knowledge of social media trends and platforms.
- Advanced communication skills and ability to present effectively to small and large audiences.
- Strong computer and analytical skills/capabilities.
- Demonstrated ability to work effectively with students and their family members.
- Demonstrated organizational skills, ability to prioritize and handle multiple tasks simultaneously.
- Ability to create and maintain effective relationships with internal and external stakeholders.
- Demonstrated commitment to working with adult learners.
- Ability to thrive in a collaborative, in-person team environment; comfortable with real-time problem solving, peer learning, and rapid workflow iteration in a fast-paced, startup-style setting.
- Develop and implement workflows and efforts between the Admissions Application Specialist and the Admissions Advisors, communicating trends around inquiry interest.
- Facilitate admissions consultations between prospective students and admissions advisors as follow-up to inquiry conversations.
- Manage collection of application materials from leads, including but not limited to official transcripts, personal statements, resumes, and letters of recommendation. This coordination function is most effective when conducted in person, allowing for real-time handoffs, immediate feedback loops, and rapid resolution of process issues as they arise across the team.
- Manage and respond to all inquiries within Online Student Success, tracking all inquiries regularly and documenting touchpoints appropriately within Slate, OnBase, and other systems.
- Assume the primary responsibility of the recruitment email inbox. Engage with prospective students through direct correspondence, including but not limited to email, telephone, and videoconference.
- Manage outreach to the online student population, offering insight into all programs and resources available Collaborate in person with the Admissions Application Specialist, Admissions Advisors, and university partners across academic units to develop campaigns, troubleshoot inquiry management challenges, align on messaging, and ensure seamless process execution from first contact through enrollment.
- Maintain regular in-person availability to the admissions team and campus partners so that questions are answered promptly, issues are escalated without delay, and workflows continue moving efficiently.
- Maintain impeccable notes and appropriate processing workflows of all inquiry contacts while maintaining comprehensive knowledge of all online degree programs and associated student services.
- Manage, track, and analyze inquiry management and applicant data and reporting, as directed by supervisors and OSS and SU Global leadership.
- Recommend and implement improvements in workflow and process efficiency. Communicate adjustments to workflows and processes consistently across the team.
- Other duties as assigned.
Not Applicable
Tools/Equipment
Not Applicable
Application Instructions
In addition to completing an online application, please attach a resume and cover letter.
About Syracuse University
Syracuse University is a private, international research university with distinctive academics, diversely unique offerings, and an undeniable spirit. Located in the geographic heart of New York State, with a global footprint, and over 150 years of history, Syracuse University offers a quintessential college experience.
The scope of Syracuse University is a testament to its strengths: a pioneering history dating back to 1870; a choice of more than 200 majors, 100 minors, and 200 advanced degree programs offered across the University’s 13 schools and colleges; over 15,000 undergraduates and over 6,000 graduate students; more than a quarter of a million alumni in 160 countries; and a student population from all 50 U.S. states and 123 countries. For more information, please visit http://www.syracuse.edu.
About The Syracuse Area
Syracuse is a medium-sized city situated in the geographic center of New York State approximately 250 miles northwest of New York City. The metro-area population totals approximately 500,000. The area offers a low cost of living and provides many social, cultural, and recreational options, including parks, museums, festivals, professional regional theater, and premier shopping venues. Syracuse and Central New York present a wide range of seasonal recreation and attractions ranging from water skiing and snow skiing, hiking in the Adirondacks, touring the historic sites, visiting wineries along the Finger Lakes, and biking on trails along the Erie Canal.
EEO Statement
Syracuse University is an equal-opportunity institution. The University prohibits discrimination and harassment based on race, color, creed, religion, sex, gender, national origin, citizenship, ethnicity, marital status, age, disability, sexual orientation, gender identity and gender expression, veteran status, or any other status protected by applicable law to the extent prohibited by law. This nondiscrimination policy covers admissions, employment, and access to and treatment in University programs, services, and activities.
Commitment to Supporting and Hiring Veterans
Syracuse University has a long history of engaging veterans and the military-connected community through its educational programs, community outreach, and employment programs. After World War II, Syracuse University welcomed more than 10,000 returning veterans to our campus, and those veterans literally transformed Syracuse University into the national research institution it is today. The University’s contemporary commitment to veterans builds on this historical legacy, and extends to both class-leading initiatives focused on making an SU degree accessible and affordable to the post-9/11 generation of veterans, and also programs designed to position Syracuse University as the employer of choice for military veterans, members of the Guard and Reserve, and military family members.
Commitment to a Respectful and Welcoming Community
Syracuse University fosters a welcoming learning environment where students, faculty, administrators, staff, curriculum, social activities, governance, and all aspects of campus life reflect a broad range of perspectives and experiences. The University community values the many similarities and differences among individuals and groups. At Syracuse, we are committed to preparing students to engage with and appreciate the richness of backgrounds, beliefs, and experiences that shape our society. To achieve this, we strive to cultivate a community that respects and encourages open dialogue, understanding, and mutual respect.